System for a method of facilitation sales activities, and program generator for generating a program for realizing the same

ABSTRACT

In response to a request from a terminal, a sales-force server creates a page for providing information regarding sales activities, and sends the created page to the terminal. An e-mail server sends an e-mail including a word(s) registered in a first word table to a new addressee. The sales-force server provides the terminal with data corresponding to a predetermined number of sales tools whose usage frequency is equal to or greater than a predetermined value. The sales-force server provides a staff terminal used by at least one sales staff with target information, based on calling history regarding telephone calls from at least one customer to a call center. The sales-force server provides the staff terminal with a correction message, upon detection of error information included in utterance of the sales staff which corresponds to voice data created by the staff terminal.

BACKGROUND OF THE INVENTION

[0001] 1. Field of the Invention

[0002] The present invention relates to a computer network system forfacilitating sales activities.

[0003] 2. Description of the Related Art

[0004] IT (Information Technology) has become common in various salesprocesses. For example, a sales staff may sometimes transmit and receivean e-mail including information a business transaction, to and from acustomer. To acquire data representing his/her schedule, the sales staffmay access a corresponding database using a portable terminal, etc. Thesales processes are computerized, thereby contributing to highefficiency of sales activities.

[0005] It should be mentioned that the sales abilities of each salesstaff differ from any other sales staffs'. Hence, to desirablyfacilitate the sales activities, a system for sharing variousinformation regarding the sale activities is demanded.

[0006] Further, in the sales activities, there are employed varioussales tools, such as flyers, posters, specifications, price lists, voicemessages, image messages, etc. Providing of useful sales tools in thesales activities are desirable from some aspects of energy saving, costreduction, giving better image of a corresponding corporation.

SUMMARY OF THE INVENTION

[0007] The present invention has been made in consideration of theabove. It is accordingly an object of the present invention to provide asystem for appropriately providing information regarding salesactivities, to facilitate the sales activities to be performed by asales staff of a company, etc.

[0008] In order to attain the above object, according to the firstaspect of the present invention, there is provided a computer networksystem for facilitating a plurality of sales activities to be performedby at least one sales staff, comprising:

[0009] a data input device which inputs a plurality of data componentsrepresenting information regarding the plurality of sales activities ina business transaction currently being carried out between the at leastone sales staff and at least one customer;

[0010] a database which sorts the plurality of data components input bythe data input device, based on a plurality of maturity levels eachcorresponding to a progressive level of the business transaction, andstores the plurality of sorted data components;

[0011] a request-input device which inputs a request for requesting atleast one of the plurality of data components stored in the database,and inputs also a corresponding maturity level of the businesstransaction;

[0012] a page creator which reads out at least one of the plurality ofdata components stored in the database, in order to create a page forproviding the information regarding at least one of the plurality ofsales activities, in response to the request input by the request-inputdevice; and

[0013] a page output device which displays the page created by the pagecreator.

[0014] According to this invention, the page creator can create a pagefor providing information regarding the plurality of sales activities,using the data components stored in the database, in response to arequest input by the request-input device. The page created by the pagecreator is displayed by the page output device. As a result, theinformation regarding the sales activities is provided from the pageoutput device, thereby successfully facilitating the sales activities inthe business transaction.

[0015] The plurality of data components input by the data input devicemay represent instruction information for instructing the at least onesales staff in sales.

[0016] Each of the plurality of data components input by the data inputdevice may be a source for forming a report or document regarding theplurality of sales activities.

[0017] In this structure, the page displayed by the page output devicemay include at least one field, for displaying an image correspondingboth to the request input by the request input device and the maturitylevel of the business transaction.

[0018] The computer network system may further comprise

[0019] a memo-data creator which creates an information component whichhas been formed by digitizing information regarding a business itemmemo, and

[0020] wherein the information component created by the memo-datacreator is stored in the database, and is read out therefrom by the pagecreator so as to create a page for providing the business item memo, inresponse to a request input by the request-input device.

[0021] The data input device may input history information regarding oneor more previous business transactions made with the at least onecustomer, repairs of a predetermined product purchased by the at leastone customer before, and an inquiry from the at least one customer; and

[0022] the database may store the history information input by the datainput device; and

[0023] the page creator may read out the history information stored inthe database to create a page for providing the history information, inresponse to a request input by the request-input device.

[0024] In this structure,

[0025] the page to be displayed by the page output device may include atleast one field for displaying text corresponding to a request input bythe request input device.

[0026] The computer network system may further comprise an e-mailtransmitter which transmits an e-mail including new history information,in a case where the new history information is stored in the database.

[0027] The e-mail transmitter may determine at least one addressee ofthe e-mail to be transmitted, in accordance with a proportion of a totalnumber of rejection messages representing that a corresponding e-mailhas been rejected to a total number of e-mails transmitted in advance;and

[0028] the proportion may be calculated in association with each of aplurality of e-mail receivers registered in a mailing list.

[0029] The data input device may be included in a first terminal used bythe at least one sales staff or a manager of the at least one salesstaff; and

[0030] the request-input device and the page output device may beincluded in a second terminal installed in an office for sellingproducts.

[0031] In order to attain the above object, according to the secondaspect of the present invention, there is provided a computer networksystem for facilitating a plurality of sales activities to be performedby at least one sales staff, comprising:

[0032] an e-mail storage section which stores a plurality of e-mails;

[0033] a detector which detects an e-mail, regarding at least one of theplurality of sales activities in a business transaction to be carriedout between the at least one sales staff and at least one customer, andstored in the e-mail storage section; and

[0034] an e-mail sender which transmits the e-mail detected by thedetector to a new addressee.

[0035] According to this invention, the e-mail sender may send thedetected e-mail regarding the business transaction to a new address. Asa result, the information regarding the business transaction can bedistributed to a large number of people through the e-mail, and thusproviding the information regarding the sales activities.

[0036] In this structure,

[0037] the detector may search the plurality of e-mails for at least oneword corresponding to at least one of the plurality of sales activitiesin the business transaction.

[0038] The e-mail sender may determine at least one addressee of ane-mail, in accordance with an e-mail importance value of the e-maildetected by the detector.

[0039] The computer network system may further comprise

[0040] a customer list which indicates a customer importance value ofthe at least one customer; and

[0041] a product list which indicates a product importance value of atleast one product, and

[0042] wherein the e-mail sender refers to the customer list and theproduct list, thereby specifying the e-mail importance value of thee-mail.

[0043] The computer network system may further comprise

[0044] a mailing list which stores a plurality of e-mail addresses inassociation with their address importance values, and

[0045] wherein the e-mail sender calculates a sum of the customerimportance value corresponding to the at least one customer shown in thee-mail detected by the detector and the product importance valuecorresponding to the at least one product shown in the e-mail detectedby the detector, and

[0046] selects, from the mailing list, one of the e-mail addresses whichcorresponds to an address importance value which is smaller than thecalculated sum.

[0047] The computer network system may further comprise

[0048] a word table which stores a plurality of words corresponding toe-mail addresses respectively assigned to a plurality of sections in acompany that the at least one sales staff belongs to, and

[0049] wherein the e-mail sender searches the e-mail detected by thedetector for at least one word stored in the word table, and selects,from the word table, at least one e-mail address of an e-mailcorresponding to the at least one word shown in the e-mail.

[0050] In this structure,

[0051] in a case where a proportion, calculated in association with eachof the words stored in the word table, of a total number of rejectionmessages representing rejection of a corresponding e-mail to a totalnumber of previously-transmitted e-mails is equal to or greater than apredetermined threshold value, the e-mail sender deletes at least oneword corresponding to the calculated proportion.

[0052] The e-mail to be sent by the e-mail sender may include an e-mailmessage of the e-mail detected by the detector and also one of aplurality of maturity levels which corresponds to a progressive level ofthe business transaction corresponding to the detected e-mail.

[0053] In order to attain the above object, according to the thirdaspect of the present invention, there is provided a computer networksystem for facilitating a plurality of sales activities to be performedby at least one sales staff, comprising:

[0054] a tool generator which generates a plurality of sales tools usedin an office for selling products;

[0055] a database which sorts data used by the tool generator forgenerating the plurality of sales tools, based on a plurality ofmaturity levels corresponding to a progressive level of a businesstransaction currently being carried out between the at least one salesstaff and at least one customer and also on products, and stores thesorted data;

[0056] a terminal which is installed in the office, and supplies thetool generator with data acquired from the database; and

[0057] a sales-force server comprising

[0058] a tool manager which transmits the data stored in the database tothe terminal,

[0059] a plurality of tool lists which are prepared in accordance withone of the plurality of maturity levels which corresponds a progressivelevel of the business transaction, and store data for managing theplurality of sales tools,

[0060] a data retriever which acquires information representing a totalnumber of sales tools provided to the at least one customer, and updatesthe plurality of tool lists, and

[0061] a verification processor which verifies validity of the salestools provided to the at least one customer, based on the data stored ineach of the plurality of tool lists.

[0062] According to this invention, the tool manager supplies the datafor generating the sales tools, to the terminal from the database. Inaddition, the verification processor can verify the validity of each ofthe sales tools, based on the tool list updated by the data retriever.Accordingly, an advanced system for generating the sales tools, throughthe data communications, can be realized.

[0063] The data retriever may calculate a usage frequency of each of theplurality of sales tools, the usage frequency indicating a proportion ofa total number of sales tools generated by the tool generator to a totalnumber of sales tools corresponding to the data transmitted by the toolmanager.

[0064] In this case, the usage frequency calculated by the dataretriever may be stored in each of the plurality of tool lists, inassociation with each of the plurality of sales tools therein.

[0065] The verification processor may delete data representing any ofthe plurality of sales tools which corresponds to the usage frequencysmaller than a predetermined threshold value.

[0066] The verification processor may assign a numerical number to eachof the plurality of sales tools corresponding to the data stored in thedatabase, in descending order of the usage frequency calculated by thedata retriever.

[0067] The tool manager may transmit data corresponding to one or moresales tools whose usage frequency is equal to or greater than apredetermined value.

[0068] The terminal may create customer-management data representing astate in which the business transaction is carried out between the atleast one customer and the at least one sales staff; and

[0069] the tool manager may transmit the data stored in the database tothe terminal, upon reception of the customer-management data created bythe terminal.

[0070] The customer-management data may represent the maturity level ofthe business transaction.

[0071] The tool manager may transmit, to the terminal, data representingat least one sales tool corresponding to one maturity level which ishigher by one level than the maturity level shown in the receivedcustomer-management data.

[0072] The computer network system may further comprise

[0073] a customer-data storage which stores the customer-management datacreated by the terminal, in a state wherein the customer-management datais sorted by maturity level and product.

[0074] In order to attain the above object, according to the fourthaspect of the present invention, there is provided a computer networksystem for facilitating a plurality of sales activities to be performedby at least one sales staff in a business transaction carried outbetween the at least one sales staff and at least one customer,comprising

[0075] a first terminal which is used by the at least one customer;

[0076] a second terminal which is used by the at least one sales staff;

[0077] a database which stores customer-management data representinginformation regarding the at least one customer;

[0078] a first server which

[0079] provides the first terminal with at least one Web page, uponaccessing of the first terminal toward the first server,

[0080] stores access-history information representing access history ofthe first terminal, in an access-history storage; and

[0081] a second server which

[0082] receives the access-history information from the first server,

[0083] acquires customer-management data corresponding to the at leastone customer specified in the access-history information, from thedatabase,

[0084] creates target information, based on the access-historyinformation and the customer-management data, and

[0085] provides the second terminal with the created target information,thereby informing the at least one sales staff about a most suitabletime and way to carry out the business activities toward the at leastone customer.

[0086] According to this invention, the second server creates targetinformation, based on the access-history information received from thefirst server and the customer-management data retrieved from thedatabase. The target information is provided to the second terminal usedby the sales staff. As a result, the sales staff can know the mostappropriate time and way to carry out the sales activities in thebusiness transaction.

[0087] In this structure, the database may store transaction-historyinformation regarding the business transaction between the at least onesales staff and the at least one customer; and

[0088] the second server may acquire transaction-history informationcorresponding to the at least one customer specified in theaccess-history information, from the database, in order to create thetarget information.

[0089] It is preferred that the second server analyze behavior of the atleast one customer, based on the access-history information, thecustomer-management data and the transaction-history information, inorder to create the target information.

[0090] The first server may create the access-history informationcorresponding to the at least one customer, and sends the createdinformation to the second server in response to an instruction formaking contact with the at least one sales staff from the firstterminal.

[0091] The computer network system may further comprise a call centerwhich:

[0092] executes at least one task regarding a telephone call from the atleast one customer; and

[0093] stores call-history information including an inquiry from the atleast one customer, in a call-history storage, and

[0094] wherein the second server

[0095] receives the call-history information from the call center,

[0096] acquires customer-management data corresponding to the at leastone customer specified in the call-history information, from thedatabase, and

[0097] create the target information based on the call-historyinformation and the customer-management data.

[0098] The target information created by the second server may includedata representing a channel through which the at least one sales staffmakes contact with the at least one customer.

[0099] In order to attain the above object, according to the fifthaspect of the present invention, there is provided a computer networksystem for facilitating a plurality of sales activities to be performedby at least one sales staff in a business transaction carried outbetween the at least one sales staff and at least one customer,comprising:

[0100] a terminal which is used by the at least one sales staff;

[0101] a database which stores customer-management data representinginformation regarding at least one customer;

[0102] a call center which

[0103] executes at least one task regarding a telephone call from the atleast one customer,

[0104] storing call-history information including an inquiry from the atleast one customer, in a call-history storage; and

[0105] a server which

[0106] receives the call-history information from the call center,

[0107] acquires customer-management data corresponding to the at leastone customer specified in the call-history information, from thedatabase,

[0108] create the target information based on the call-historyinformation and the customer-management data, and

[0109] provides the terminal with the target information, therebyinforming the at least one sales staff about a most suitable time andway to carry out the business activities toward the at least onecustomer.

[0110] In this structure, the database may store transaction-historyinformation regarding the business transaction to be carried out betweenthe at least one sales staff and the at least one customer; and

[0111] the server may acquire the transaction-history informationcorresponding to the at least one customer specified in the call-historyinformation, from the database, in order to create the targetinformation.

[0112] It is preferred that the server analyze customer behavior basedon the call-history information, the customer-management data and thetransaction-history information, in order to create the targetinformation.

[0113] The call center may create the call-history information of the atleast one customer, and sends the created call-history information tothe server upon reception of a request for asking the at least one salesstaff to visit the at least one customer from the at least one customer.

[0114] The target information created by the server may include datarepresenting a channel through which the at least one sales staff makescontact with the at least one customer.

[0115] In order to attain the above object, according to the sixthaspect of the present invention, there is provided a computer networksystem for facilitating a plurality of sales activities to be performedby at least one sales staff in a business transaction to be achievedbetween the at least one sales staff and at least one customer,comprising:

[0116] a terminal including

[0117] an input device which encodes a voice signal, in order to createvoice data, and

[0118] an output device; and

[0119] a sales-force server including

[0120] a voice recognizer which detects error information includedutterance of the at least one sales staff which corresponds to the voicedata created by the input device, and

[0121] a message creator which creates a correction message, in order tooutput correction information from the output device, in a case wherethe error information is detected by the voice recognizer.

[0122] The computer network system may further comprise

[0123] a database which stores information items which respectivelyrepresent the sales activities to be performed by the at least one salesstaff, one or more business items, at least one product, and customerneeds, in association with each other, and

[0124] wherein the message creator reads out information correspondingto a recognition result of the voice recognizer from the database, andsends information regarding the voice data created by the input deviceto the terminal, thereby outputting the sent information on the outputdevice.

[0125] The computer network system may further comprise:

[0126] a converter which converts the voice data created by the inputdevice into text data;

[0127] a storage controller which stores the text data output from theconverter into the database; and

[0128] a solution provider which determines at least one businesssolution based on the text data output from the converter, and causesthe output device of the terminal to output information representing thedetermined business solution.

[0129] The computer network system may further comprise a skillprocessor which evaluates skill of the at least one sales staff based onthe recognition result of the voice recognizer, and causes the outputdevice of the terminal device to output information regarding a materialor training for the detected skill of the sales staff.

[0130] The computer network system may further comprise:

[0131] an advice provider; and

[0132] a skill processor which evaluates skill of the at least one salesstaff based on the recognition result of the voice recognizer, andcauses the advice provider to output an advice corresponding to theevaluated skill.

[0133] In order to attain the above object, according to the seventhaspect of the present invention, there is provided a method offacilitating a plurality of sales activities to be performed by at leastone sales staff in a business transaction to be achieved between the atleast one sales staff and at least one customer, comprising the stepsof:

[0134] sorting a plurality of data components representing informationregarding a plurality of sales activities, based on a plurality ofmaturity levels corresponding to a progressive level of the businesstransaction, and storing the sorted data components in a database;

[0135] reading at least one of the plurality of data component stored inthe database, in order to create a page showing information regardingthe sales activities, in response to a request, which is sent from aterminal through a network and which corresponds to the at least onedata component; and

[0136] displaying the page corresponding to the at least one datacomponent read out from the database, on the terminal having sent therequest therefor.

[0137] Each of the plurality of data components may representinstruction information for instructing the at least one sales staff insales.

[0138] Each of the plurality of data components may be a source forforming a report or document regarding the sales activities.

[0139] The method may further comprise the steps of:

[0140] storing an information component which has been formed bydigitizing information regarding a business item memo, in the database;

[0141] reading the information component stored in the database in orderto create the page for providing the business item memo, in response toa request input from the terminal; and

[0142] displaying the page corresponding to information component readout from the database, on the terminal from which the request has beentransmitted.

[0143] The method may further comprise the steps of:

[0144] storing, in the database, history information regarding one ormore previous business transaction made with the at least one customer,repairs of a predetermined product purchased by the at least onecustomer before, and an inquiry from the at least one customer;

[0145] reading the history information stored in the database in orderto create the page for providing the history information, in response toa request sent form the terminal through a network; and

[0146] displaying the page corresponding the history information readout from the database, on the terminal from which the request has beentransmitted.

[0147] The method may further comprise the step of

[0148] sending an e-mail including new history information, in a casewhere the new history information is stored in the database.

[0149] The method may further comprise the step of

[0150] determining at least one addressee of the e-mail to betransmitted, in accordance with a proportion of a total number ofrejection messages representing that a corresponding e-mail has beenrejected to a total number of e-mails transmitted in advance, and

[0151] wherein the proportion is calculated in association with each ofa plurality of e-mail receivers registered in a mailing list.

[0152] In order to attain the above object, according to the eighthaspect of the present invention, there is provided a method offacilitating a plurality of sales activities to be performed by at leastone sale staff, comprising the steps of:

[0153] storing a plurality of e-mails;

[0154] detecting an e-mail, regarding at least one of the plurality ofsales activities in a business transaction to be carried out between theat least one sales staff and at least one customer, and included in theplurality of e-mails; and

[0155] transmitting the detected e-mail to a new addressee.

[0156] The method may further comprise the step of

[0157] searching the plurality of e-mails for at least one wordcorresponding to the at least one of the plurality of sales activitiesin the business transaction.

[0158] The method may further comprise the steps of:

[0159] determining an e-mail importance value of the e-mail, byreferring to a customer list which indicates a customer importance valueof the at least one customer and a product list which indicates aproduct importance value of at least one product; and

[0160] determining at least one addressee of the e-mail in accordancewith its e-mail importance value.

[0161] The method may further comprise the steps of:

[0162] preparing a mailing list which stores a plurality of e-mailaddresses in association with their address importance values;

[0163] calculating a sum of the customer importance value correspondingto the at least one customer shown in the e-mail detected at thedetecting step and the product importance value corresponding to the atleast one product shown in the e-mail detected at the detecting step,and

[0164] selecting, from the mailing list, one of the e-mail addresseswhich corresponds to an address importance value which is smaller thanthe calculated sum.

[0165] The method may further comprise the steps of:

[0166] preparing a word table which stores a plurality of wordscorresponding to e-mail addresses respectively assigned to a pluralityof sections in a company;

[0167] searching the e-mail detected at the detecting step for at leastone word stored in the word table; and

[0168] selecting, from the word table, at least one e-mail address of ane-mail corresponding to the at least one word shown in the e-mail.

[0169] The method may further comprise the step of, in a case where aproportion, calculated in association with each of the words stored inthe word table, of a total number of rejection messages representingrejection of a corresponding e-mail to a total number ofpreviously-transmitted e-mails is equal to or greater than apredetermined threshold value,

[0170] deleting at least one word corresponding to the calculatedproportion.

[0171] In order to attain the above object, according to the ninthaspect of the present invention, there is provided a method offacilitating a plurality of sales activities to be performed by at leastone sales staff in a business transaction to be achieved between the atleast one sales staff and at least one customer, comprising:

[0172] storing data for generating a plurality of sale tools in adatabase;

[0173] sending the data stored in the database to a terminal installedin an office for selling products to the at least one customer, in orderto generate the sales tools;

[0174] acquiring, from the terminal, information representing a totalnumber of sales tools provided to the at least one customer; and

[0175] verifying validity of the sales tools provided to the at leastone customer, based on the acquired information.

[0176] The method may further comprise the step of

[0177] calculating a usage frequency indicating a proportion of a totalnumber of sales tools provided to the at least one customer to a totalnumber of sales tools corresponding to the data transmitted to theterminal, in order to verify validity of each of the sales tools.

[0178] The method may further comprise the steps of:

[0179] assigning a numerical number to each of the plurality of salestools corresponding to the data stored in the database, in descendingorder of the usage frequency, in order to verify validity of each of theplurality of sales tools;

[0180] deleting data representing any of the plurality of sales toolswhich corresponds to the usage frequency smaller than a predeterminedthreshold value, from the database; and

[0181] transmitting data corresponding to one or more sales tools whoseusage frequency is equal to or greater than a predetermined value, tothe terminal.

[0182] The method may further comprise the step of

[0183] transmitting, to the terminal, the data stored in the database,upon reception of customer-management data representing both one of aplurality of maturity levels indicating a progressive level of thebusiness transaction and also a state in which the business transactionis carried out between the at least one customer and the at least onesales staff.

[0184] The method may further comprise the step of

[0185] transmitting, to the terminal, data representing at least onesales tool corresponding to one maturity level which is higher by onelevel than a maturity level shown in the customer-management data.

[0186] In order to attain the above object, according to the tenthaspect of the present invention, there is provided a method offacilitating a plurality of sales activities to be performed by at leastone sales staff in a business transaction carried out between the atleast one sales staff and at least one customer, the method comprisingthe steps of:

[0187] storing customer-management data representing informationregarding the at least one customer, in a database;

[0188] providing a first terminal with at least one Web page, uponaccessing of the first terminal used by the at least one customer;

[0189] acquiring the customer-management data corresponding toaccess-history information representing access history of the firstterminal, from the database;

[0190] creating target information, based on the access-historyinformation and the customer-management data; and

[0191] providing a second terminal with the created target information,thereby informing the at least one sales staff about a most suitabletime and way to carry out the business activities toward the at leastone customer.

[0192] The target information may include data representing a channelthrough which the at least one sales staff makes contact with the atleast one customer.

[0193] The method may further comprise the steps of:

[0194] storing transaction-history information regarding the businesstransaction;

[0195] acquiring transaction-history information corresponding to theaccess-history information, from the database, in order to create thetarget information; and

[0196] analyzing behavior of the at least one customer, based on theaccess-history information, the customer-management data and thetransaction-history information.

[0197] In order to attain the above object, according to the eleventhaspect of the present invention, there is provided a method offacilitating a plurality of sales activities to be performed by at leastone sales staff in a business transaction to be carried out between theat least one sales staff and at least one customer, the methodcomprising the steps of:

[0198] storing customer-management data representing informationregarding the at least one customer, in a database;

[0199] acquiring the customer-management data corresponding tocall-history information including an inquiry from the at least onecustomer to a call center, in the database;

[0200] creating target information, based on the call-historyinformation and the customer-management data; and

[0201] providing a terminal used by the at least one sale staff with thecreated target information, thereby informing the sales staff about amost suitable time and way to carry out the business activities towardthe at least one customer.

[0202] The target information may include data representing a channelthrough which the at least one sales staff makes contact with the atleast one customer.

[0203] The method may further comprise the steps of:

[0204] storing transaction-history information regarding the businesstransaction to be carried out with the at least one customer, in thedatabase;

[0205] acquiring the transaction-history information corresponding tothe call-history information from the database, in order to create thetarget information; and

[0206] analyzing behavior of the at least one customer, based on thecall-history information, the customer-management data and thetransaction-history information.

[0207] In order to attain the above object, according to the twelfthaspect of the present invention, there is provided a method offacilitating a plurality of sales activities to be performed by at leastone sales staff in a business transaction to be achieved between the atleast one sales staff and at least one customer, comprising the stepsof:

[0208] encoding a voice signal, thereby creating voice data;

[0209] detecting error information included in utterance of the at leastone sales staff which corresponds to the voice data created at theencoding step;

[0210] creating a correction message, thereby informing the at least onesales staff of the correction message.

[0211] The method may further comprise the steps of:

[0212] storing, in a database, information items which respectivelyrepresent the sales activities to be performed by the at least one salesstaff, one or more business items, at least one product, and customerneeds, in association with each other;

[0213] acquiring information regarding the voice data from the database;and

[0214] sending the acquired information regarding the voice data to astaff terminal used by the at least one sales staff, thereby outputtingthe sent information.

[0215] The method may further comprise the steps of:

[0216] converting the voice data into text data;

[0217] storing the text data in the database;

[0218] determining at least one business solution based on the textdata; and

[0219] causing the staff terminal to output information representing thedetermined business solution.

[0220] The method may further comprise the steps of:

[0221] evaluating skill of the at least one sales staff based on thevoice data; and

[0222] causing the staff terminal to output information regarding amaterial or training for the detected skill of the sales staff.

[0223] The method may further comprise the steps of:

[0224] evaluating skill of the at least one sales staff based on thevoice data; and

[0225] causing a manager terminal used by a manager of the at least onesales staff to output an advice corresponding to the evaluated skill.

[0226] In order to attain the above object, according to the thirteenthaspect of the present invention, there is provided a computer programgenerator for facilitating a plurality of sales activities to beperformed by at least one sales staff in a business transaction to beachieved between the at least one sales staff and at least one customer,in a computer network system, the generator comprising the instructionsfor:

[0227] sorting a plurality of data components representing informationregarding the plurality of sales activities, based on a plurality ofmaturity levels indicating a progressive level of the businesstransaction, and storing the sorted data components in a database;

[0228] reading at least one of the plurality of data components storedin the database in order to create a page for providing the informationregarding the sales activities, in response to a request which is sentfrom a terminal through a network and which corresponds to the at leastone of the plurality of data components stored in the database; and

[0229] displaying the page corresponding to the at least one of theplurality of data components which is read out from the database, on theterminal having sent the request therefor.

[0230] Each of the plurality of data components may representinstruction information for instructing the at least one sales staff insales.

[0231] Each of the plurality of data components may be a source forforming a report or document regarding the sales activities.

[0232] The program generator may further comprise instructions for:

[0233] storing an information component which has been formed bydigitizing information regarding a business item memo, in the database;

[0234] reading the information component stored in the database so as tocreate a page for providing the business item memo, in response to arequest sent from the terminal through a network;

[0235] displaying the page corresponding to the read informationcomponent from the database, on the terminal having sent the requesttherefor.

[0236] The program generator may further comprise the instructions for:

[0237] storing, in the database, history information regarding one ormore previous business transactions made with the at least one customer,repairs of a predetermined product purchased by the at least onecustomer before, and an inquiry from the at least one customer;

[0238] reading the history information stored in the database to createa page for providing the history information, in response to a requestsent from the terminal through a network; and

[0239] displaying the page corresponding to the history information readout from the database, on the terminal having sent the request therefor.

[0240] The program generator may further comprise the instruction for

[0241] transmitting an e-mail including the history information, uponstorage of new history information in the database.

[0242] The program generator may further comprise the instruction for

[0243] determining at least one addressee of the e-mail to betransmitted, in accordance with a proportion of a total number ofrejection messages representing that a corresponding e-mail has beenrejected to a total number of e-mails transmitted in advance, theproportion being calculated in association with each of a plurality ofe-mail receivers registered in a mailing list.

[0244] In order to attain the above object, according to the fourteenthaspect of the present invention, there is provided a computer programgenerator for facilitating a plurality of sales activities to beperformed by at least one sales staff in a business transaction to becarried out between the at least one sales staff and at least onecustomer, the program generator comprising the instructions for:

[0245] storing a plurality of e-mails;

[0246] detecting an e-mail, regarding at least one of the plurality ofsales activities in a business transaction, from the plurality of storede-mails; and

[0247] transmitting the detected e-mail to a new addressee.

[0248] The program generator may further comprise the instruction for:

[0249] searching the plurality of e-mails for at least one wordcorresponding to at least one of the plurality of sales activities inthe business transaction, in order to find out one of the plurality ofe-mails which corresponds to the business transaction.

[0250] The program generator may further comprise the instructions for:

[0251] determining an e-mail importance value of the e-mail, byreferring to a customer list which indicates a customer importance valueof the at least one customer and a product list which indicates aproduct importance value of at least one product; and

[0252] determining at least one addressee of the e-mail in accordancewith its e-mail importance value.

[0253] The program generator may further comprise the instructions for:

[0254] preparing a mailing list which stores a plurality of e-mailaddresses in association with their address importance values;

[0255] calculating a sum of the customer importance value correspondingto the at least one customer shown in the detected e-mail and theproduct importance value corresponding to the at least one product shownin the detected e-mail, and

[0256] selecting, from the mailing list, one of the e-mail addresseswhich corresponds to an address importance value which is smaller thanthe calculated sum.

[0257] The program generator may further comprise the instructions for:

[0258] preparing a word table which stores a plurality of wordscorresponding to e-mail addresses respectively assigned to a pluralityof sections in a company;

[0259] searching the e-mail regarding the business transaction for atleast one word stored in the word table; and

[0260] selecting, from the word table, at least one e-mail address of ane-mail corresponding to the at least one word shown in the e-mail.

[0261] The program generator may further comprise the instruction for

[0262] deleting at least one word corresponding to a proportion which iscalculated in association with each of the words stored in the wordtable, in a case where the proportion of a total number of rejectionmessages representing rejection of a corresponding e-mail to a totalnumber of previously-transmitted e-mails is equal to or greater than apredetermined threshold value.

[0263] In order to attain the above object, according to the fifteenthaspect of the present invention, there is provided a program generatorfor facilitating a plurality of sales activities to be performed by atleast one sales staff in a business transaction between the at least onesales staff and at least one customer, the program generator comprisingthe instructions for:

[0264] storing data for generating a plurality of sale tools in adatabase;

[0265] sending the data stored in the database to a terminal installedin an office for selling products to the at least one customer, in orderto generate the sales tools;

[0266] acquiring, from the terminal, information representing a totalnumber of sales tools provided to the at least one customer; and

[0267] verifying validity of the sales tools provided to the at leastone customer, based on the acquired information.

[0268] The program generator may further comprise the instructions for

[0269] calculating a usage frequency indicating a proportion of a totalnumber of sales tools provided to the at least one customer to a totalnumber of sales tools corresponding to the data transmitted to theterminal, in order to verify validity of each of the sales tools.

[0270] The program generator may further comprise the instructions for:

[0271] assigning a numerical number to each of the plurality of salestools corresponding to the data stored in the database, in descendingorder of the usage frequency, in order to verify validity of each of theplurality of sales tools;

[0272] deleting data representing any of the plurality of sales toolswhich corresponds to the usage frequency smaller than a predeterminedthreshold value, from the database; and

[0273] transmitting data corresponding to one or more sales tools whoseusage frequency is equal to or greater than a predetermined value, tothe terminal.

[0274] The program generator may further comprise the instructions for:

[0275] transmitting, to the terminal, the data stored in the database,upon reception of customer-management data representing both one of aplurality of maturity levels indicating a progressive level of thebusiness transaction and also a state in which the business transactionis carried out between the at least one customer and the at least onesales staff.

[0276] The program generator may further comprise the instruction for

[0277] transmitting, to the terminal, data representing at least onesales tool corresponding to one maturity level which is higher by onelevel than a maturity level shown in the customer-management data.

[0278] In order to attain the above object, according to the sixteenthaspect of the present invention, there is provided a program generatorfor facilitating a plurality of sales activities to be performed by atleast one sales staff in a business transaction between the at least onesales staff and at least one customer, in a computer network system, theprogram generator comprising the instructions for:

[0279] storing customer-management data representing informationregarding the at least one customer, in a database;

[0280] providing a first terminal with at least one Web page, uponaccessing of the first terminal used by the at least one customer;

[0281] acquiring the customer-management data corresponding toaccess-history information representing access history of the firstterminal, from the database;

[0282] creating target information, based on the access-historyinformation and the customer-management data; and

[0283] providing a second terminal with the created target information,thereby informing the at least one sales staff about a most suitabletime and way to carry out the business activities toward the at leastone customer.

[0284] The target information may include data representing a channelthrough which the at least one sales staff makes contact with the atleast one customer.

[0285] The program generator may further comprise the instructions for:

[0286] storing transaction-history information regarding the businesstransaction;

[0287] acquiring transaction-history information corresponding to theaccess-history information, from the database, in order to create thetarget information; and

[0288] analyzing behavior of the at least one customer, based on theaccess-history information, the customer-management data and thetransaction-history information.

[0289] In order to attain the above object, according to the seventeenthaspect of the present invention, there is provided a computer programgenerator for facilitating a plurality of sales activities to beperformed by at least one sales staff in a business transaction to becarried out between the at least one sales staff and at least onecustomer, the program generator comprising the instructions for:

[0290] storing customer-management data representing informationregarding the at least one customer, in a database;

[0291] acquiring the customer-management data corresponding tocall-history information including an inquiry from the at least onecustomer to a call center, in the database;

[0292] creating target information, based on the call-historyinformation and the customer-management data; and

[0293] providing a terminal used by the at least one sale staff with thecreated target information, thereby informing the sales staff about amost suitable time and way to carry out the business activities towardthe at least one customer.

[0294] The target information may include data representing a channelthrough which the at least one customer makes contact with the at leastone customer.

[0295] The program generator may further comprise the instructions for:

[0296] storing transaction-history information regarding the businesstransaction to be carried out with the at least one customer, in thedatabase;

[0297] acquiring the transaction-history information corresponding tothe call-history information from the database, in order to create thetarget information; and

[0298] analyzing behavior of the at least one customer, based on thecall-history information, the customer-management data and thetransaction-history information.

[0299] In order to attain the above object, according to the eighteenthaspect of the present invention, there is provided a computer programgenerator for facilitating a plurality of sales activities to beperformed by at least one sales staff in a business transaction to becarried out between the at least one sales staff and at least onecustomer, the program generator comprising the instructions for:

[0300] encoding a voice signal, thereby creating voice data;

[0301] detecting error information included in utterance of the at leastone sales staff which corresponds to the voice data created at theencoding step;

[0302] creating a correction message, thereby informing the at least onesales staff of the correction message.

[0303] The program generator may further comprise the instructions for:

[0304] storing, in a database, information items which respectivelyrepresent the sales activities to be performed by the at least one salesstaff, one or more business items, at least one product, and customerneeds, in association with each other;

[0305] acquiring information regarding the voice data from the database;and

[0306] sending the acquired information regarding the voice data to astaff terminal used by the at least one sales staff, thereby outputtingthe sent information.

[0307] The program generator may further comprise the instructions for:

[0308] converting the voice data into text data;

[0309] storing the text data in the database;

[0310] determining at least one business solution based on the textdata; and

[0311] causing the staff terminal to output information representing thedetermined business solution.

[0312] The program generator may further comprise the instructions for:

[0313] evaluating skill of the at least one sales staff based on thevoice data; and

[0314] causing the staff terminal to output information regarding amaterial or training for the detected skill of the sales staff.

[0315] The program generator may further comprise the instructions for:

[0316] evaluating skill of the at least one sales staff based on thevoice data; and

[0317] causing a manager terminal used by a manager of the at least onesales staff to output an advice corresponding to the evaluated skill.

BRIEF DESCRIPTION OF THE DRAWINGS

[0318] The object and other objects and advantages of the presentinvention will become more apparent upon reading of the followingdetailed description and the accompanying drawings in which:

[0319]FIG. 1 is a diagram showing a computer network system according tothe first embodiment of the present invention;

[0320]FIG. 2 is a diagram showing the structure of an e-mail servershown in FIG. 1;

[0321]FIG. 3 is a diagram showing an e-mail storage section shown inFIG. 1;

[0322]FIG. 4 is a diagram showing a mailing list stored in the e-mailserver of FIG. 2;

[0323]FIG. 5 is a diagram showing an example of a first word tablestored in the e-mail server of FIG. 2;

[0324]FIG. 6 is a diagram showing an example of a second word tablestored in the e-mail server of FIG. 2;

[0325]FIG. 7 is a diagram showing an example of a customer-importancelist;

[0326]FIG. 8 is a diagram showing an example of a product-importancelist;

[0327]FIG. 9 is a diagram showing a reference list stored in the e-mailserver of FIG.2;

[0328]FIG. 10 is a diagram showing the structure of a sales-force serverincluded in the computer network system according to the firstembodiment;

[0329]FIG. 11 is a diagram showing a mailing list stored in thesales-force server of FIG. 10;

[0330]FIG. 12 is a diagram showing a reference list stored in thesales-force server of FIG. 10;

[0331]FIG. 13 is a diagram showing the structure of a knowledge serverincluded in the computer network system of FIG. 1;

[0332]FIG. 14 is a diagram showing an example of atransmission-determination list stored in the knowledge server of FIG.13;

[0333]FIG. 15 is a diagram showing an example of item-memo data;

[0334]FIG. 16 is a diagram showing an example of sales-instruction data;

[0335]FIG. 17 is a diagram showing an example of document-resource data;

[0336]FIG. 18 is a diagram showing the structure of a terminal includedin the computer network system according to the first embodiment of thepresent invention;

[0337]FIG. 19 is a diagram showing the structure of a terminal installedin an office for selling products;

[0338]FIGS. 20A and 20B are flowcharts for explaining a process forstoring the sales-instruction data in a customer database and asales-instruction database;

[0339]FIG. 21 is a diagram showing a page which is created by a pagecreator included in the sales-force server shown in FIG. 1;

[0340]FIG. 22 is a diagram showing another page which is created by thepage creator;

[0341]FIG. 23 is a diagram showing still another page created by thepage creator;

[0342]FIG. 24 is a diagram showing still yet another page created by thepage creator;

[0343]FIG. 25 is a diagram showing further page created by the pagecreator;

[0344]FIG. 26 is a diagram showing still further page created by thepage creator;

[0345]FIGS. 27A and 27B are diagrams showing a process for displayingsales-instruction data;

[0346]FIGS. 28A and 28B are diagrams showing a process for transmittingan e-mail including history information of repairs of products;

[0347]FIG. 29 is a flowchart for specifically explaining a part of theprocess of FIG. 28B;

[0348]FIGS. 30A and 30B are flowcharts for explaining a process fortransmitting an e-mail regarding sales activities;

[0349]FIG. 31 is a flowchart for specifically explaining a part of theprocess of FIG. 30A;

[0350]FIG. 32 is a flowchart for specifically explaining a part of theprocess of FIG. 30A; FIG. 33 is a flowchart for specifically explaininga part of the process of FIG. 30A;

[0351]FIG. 34 is a flowchart for specifically explaining a part of theprocess of FIG. 30B;

[0352]FIG. 35 is a flowchart for specifically explaining a part of theprocess of FIG. 30B;

[0353]FIG. 36 is a diagram showing a computer network system accordingto the second embodiment of the present invention;

[0354]FIG. 37 is a diagram showing the structure of a sales-force serverincluded in the computer network system of FIG. 36;

[0355]FIG. 38 is a diagram showing an example of customer-managementdata;

[0356]FIG. 39 is a diagram showing an example of sales-tool data;

[0357]FIG. 40 is a diagram showing an example of usage-context data;

[0358]FIG. 41 is a diagram showing an example of a tool list;

[0359]FIG. 42 is a flowchart for explaining a process for transmittingsales-tool data;

[0360]FIGS. 43A and 43B are flowcharts for explaining a process forcalculating the “usage frequency” of a predetermined sales tool;

[0361]FIG. 44 is a diagram showing a page which is created by a dataretriever shown in FIG. 37;

[0362]FIGS. 45A and 45B are flowcharts for explaining a process forverifying the validity of a sales tool;

[0363]FIG. 46 is a diagram showing a computer network system accordingto the third embodiment of the present invention;

[0364]FIG. 47 is a diagram showing the structure of a sales-force serverincluded in the computer network system of FIG. 46;

[0365]FIG. 48 is a diagram showing an example of access-history data;

[0366]FIG. 49 is a diagram showing an example of call-history data;

[0367]FIG. 50 is a diagram showing an example of target information;

[0368]FIG. 51 is a diagram showing an example of a skill table;

[0369]FIG. 52 is a diagram showing the structure of a terminal includedin the computer network system of FIG. 46;

[0370]FIG. 53 is a diagram showing the structure of another terminal ofthe computer network system of FIG. 46;

[0371]FIG. 54 is a flowchart for explaining a process for managing salesactivities, based on history information regarding the customer accesstoward a Web server;

[0372]FIG. 55 is a flowchart for explaining a process for managing salesactivities, based on the calling history regarding telephone calls froma customer; and

[0373]FIG. 56 is a flowchart for explaining a process for providing theterminal with the business solutions created by a central server shownin FIG. 46.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS First Embodiment

[0374] A computer network system according to the first embodiment ofthe present invention will now be described with reference to theaccompanying drawings. In this embodiment, an e-mail server 10 detectsan e-mail regarding business activities to be performed by, for example,a sales staff of a company, etc. toward a target customer. The e-mailserver 10 transmits the detected e-mail not only to the sales staff, butalso to any other staffs.

[0375] In this embodiment, a sales-force server 20 acquires usefulinformation for sales activities from a knowledge server 40. Thesales-force server 20 performs data communications with a terminal 61,in order to provide the terminal 61 with the useful information forsales activities, so that the sales staff can refer to the providedinformation thereon. That is, the useful information for salesactivities can be shared between a plurality of staffs within thecompany. Hence, the computer network system according to the firstembodiment of the present invention can facilitate sales activities tobe performed by the sales staff in a business transaction to be carriedout between the sales staff and a corresponding customer.

[0376]FIG. 1 shows the computer network system according to the firstembodiment of the present invention. As shown in FIG. 1, the systemcomprises the e-mail server 10, the sales-force server 20, the knowledgeserver 40, an optical reader 50, a customer database 51, a historydatabase 52, a sales-instruction database 53, a document-resourcedatabase 54, terminals 60 and 61, a LAN (Local Area Network) 65, arouter 66 and a network 67, such as the Internet, etc. The router 66connects the LAN 65 with the Internet 67.

[0377] The e-mail server 10 is a computer system, including a CPU(Central Processing Unit), a ROM (Read Only Memory), a RAM (RandomAccess Memory), an HDD (Hard Disk Drive) and a network interface.

[0378]FIG. 2 shows the structure of the e-mail server 10. The e-mailserver 10 includes an e-mail processor 11, an e-mail storage section 12,a search section 13, a mailing list 14, a first word table 15, a secondword table 16, a customer-importance list 17, a product-importance list18 and a reference list 19. For example, the CPU of the e-mail server 10executes a program stored in the HDD included therein, thereby realizingand controlling the structure of the e-mail server 10.

[0379] The e-mail processor 11 executes various procedures forprocessing e-mails.

[0380] The e-mail storage section 12 includes, as shown in FIG. 3, aplurality of e-mail boxes 100 and a plurality of e-mail memories 101.The plurality of e-mail boxes 100 are prepared in one-to-onecorrespondence with the plurality of sales staffs and sections of thecompany. Each of the e-mails is stored in one or more e-mail boxes 100corresponding to the address of the e-mail. The plurality of e-mailmemories 101 sort and store e-mails, which are sent from the pluralityof sales staffs, by sales staff.

[0381] The search section 13 has the structure for executing a searchoperation for searching for a word(s) included in e-mails. The searchsection 13 searches for one or more e-mails stored in the e-mail storagesection 12, based on words registered in the first word table 15.

[0382] The mailing list 14 shows e-mail addresses to which the e-mailprocessor 11 sends e-mails based on the search result of the searchsection 13. The mailing list 14 has a plurality of data groups 102 thatare sorted by e-mail address. Each of the data groups 102 includes dataitems of “receiver name”, “importance” and “e-mail address”. Thosereceiver names shown in the mailing list 14 represents receivers ofe-mails, transmitted by the e-mail processor 11 based on the searchresult of the search section 13. The data item of “importance”, which isincluded in each data group 102 of the mailing list 14, represents a sumof a corresponding data item of “importance” shown in thecustomer-importance list 17 and a corresponding data item of“importance” shown in the product-importance list 18.

[0383]FIG. 5 shows an example of the first word table 15. FIG. 6 showsan example of the second word table 16. The first word table 15 shown inFIG. 5 includes three columns 103, 104 and 105. The second word table 16shown in FIG. 6 includes three columns 106, 107 and 108. The columns 103to 108 correspond to groups of words which are classified according to apredetermined plan.

[0384] For example, in the first word table 15, some verbs that arerelated to sales activities, such as “buy”, “sell”, “suggest”, and“give” are registered in the first column 103, as first keywords. Inaddition, some adjectives, such as “best”, “good”, “extra”, and“special” are registered in the second column 104, as second keywords,while some nouns, such as “product”, “service”, “price”, and “cost” areregistered in the third column 105, as third keywords.

[0385] In the second word table 16 shown in FIG. 6, the first column 106contains some words, such as “manufacture”, “industrial”, “factory” and“produce” that are related to a manufacturing section of the company.The second column 107 contains some words, such as “plan”, “project”,“trial” and “regulation” that are related to a planning section of thecompany, while the third column 108 contains some words, such as “want”,“expect”, “appreciate”, and “glad” that are related to the demand ofcustomers. In addition, the second word table 16 includes the fourthcolumn 109. The fourth column 109 contains sales staff names that wouldbe keywords for transmitting e-mails to the sales staffs.

[0386]FIG. 7 shows an example of the customer-importance list 17. Thecustomer-importance list 17 shown in FIG. 7 includes a plurality of datagroups 110 that are sorted by customer. Each of the plurality of datagroups 110 includes data items of “customer name”, “company name”,“section name”, “e-mail address” and “importance”. For example, in thecase where a particular customer is ranked as one of the least importantcustomers, the “importance” indicates “1” in his/her corresponding datagroup 110 of the customer importance list 17. On the other hand, in thecase where another customer is ranked as one of the most importantcustomers, the “importance” indicates “5” in the customer'scorresponding data group 110. That is, in accordance with the importanceof each customer, one of values “1” to “5” is assigned into the dataitem of “importance” in the data group 110.

[0387]FIG. 8 shows an example of the product-importance list 18. Theproduct-importance list 18 shown in FIG. 8 includes a plurality of datagroups 111 that are sorted by product. Each of the data groups 111includes data items of “product name” and “importance”. For example, inthe case where a particular product is ranked as one of the leastimportant products, the data item of “importance” indicates “1” in theparticular product's corresponding data group 111 of theproduct-importance list 18. On the other hand, in the case where anotherproduct is ranked as one of the most important products, the data itemof “importance” indicates “5” in the product's corresponding data group11 of the product-importance list 18. That is, in accordance with theimportance of each product, one of values “1” to “5” is assigned intothe data item of “importance” in the data group 111 of the correspondingproduct. While the “importance” included in each data group 110 or 111indicates a value within a range between “1” and “5”, the “importance”included in the mailing list 14 indicates a value within a range between“2” and“10”.

[0388]FIG. 9 shows an example of the reference list 19. The referencelist 19 shown in FIG. 9 includes a plurality of data groups 112 that areclassified by word included in the second word table 16. Each of theplurality of data groups 112 includes data items of “word” included inthe second word table 16, “number of transmission times”, “rejectionmessage” and “rejection proportion”.

[0389] The data item of “number of transmission times” shown in a datagroup 112 of the reference list 19 indicates the number of times thee-mail processor 11 has transmitted an e-mail including the word shownin the same data group 112.

[0390] The data item of “rejection message” shown in a data group 112 ofthe reference list 19 indicates the number of times the e-mail server 10has received a message representing that a corresponding e-mail wasrejected. In this case, the number of reception times is indicated inassociation with the “word” shown in the same data group 112 as that ofthe “rejection message”.

[0391] The “rejection proportion” shown in the reference list 19indicates the proportion of “rejection message” to “number oftransmission times” which are shown in the same data group 112.

[0392] The sales-force server 20 shown in FIG. 1 has the same hardwarestructure as that of the e-mail server 10. The sales-force server 20 isa computer system serving as an SFA (Sales Force Automation) server. Thesales-force server 20 executes the software for facilitating theinformation processing within the company. For example, such softwareincludes components for performing: marketing analysis; behavior historymanagement of sales staff; maturity level management of sales activities(note that “maturity level” in this specification represents aprogressive level of business activities performed so far by the salesstaff); electronic management of business records; informationdisclosure regarding products; information disclosure of sales tools.

[0393] As shown in FIG. 10, the sales-force server 20 included in thecomputer network system according to the first embodiment of the presentinvention includes a communications controller 21, a data processor 22,a page creator 23, a mailing list 24 and a reference list 25. Forexample, the CPU of the sales-force server 20 executes the programstored in the HDD thereof, thereby realizing and controlling such astructure.

[0394] The communications controller 21 performs data communicationswith the LAN 65, so as to receive and send various request andinformation from and to the terminals 60 and 61. In addition, thecommunications controller 21 receives information from the e-mail server10, the knowledge server 40 and the optical reader 50.

[0395] The data processor 22 processes various data, so as to providethe terminals 60 and 61 with information for supporting salesactivities. For example, the data processor 22 carries out a process forrecording, in the customer database 51 or history database 52, the datasent from the e-mail server 10, the knowledge server 40, the opticalreader 50 and the terminals 60 and 61. Further, the data processor 22creates an e-mail for sending those receivers included in the mailinglist 24 about the information recorded in the history database 52.

[0396] In response to a request from the terminals 60 and 61, the pagecreator 23 forms a GUI (Graphical User Interface) for sendinginformation for supporting sales activities.

[0397] The mailing list 24 shows addresses of e-mails created by thedata processor 22. As shown in FIG. 11, the mailing list 24 has aplurality of data groups 113 that are sorted by e-mail address. Each ofthe plurality of data groups 113 includes data items of “receiver name”,“office name”, and “e-mail address”.

[0398] The reference list 25 shows some conditions based on which it isdetermined whether an e-mail should be sent to each receiver. FIG. 12shows an example of the reference list 25. The reference list 25 shownin FIG. 12 includes a plurality of data groups 114 that are sorted byreceiver registered in the mailing list 24. Each of the plurality ofdata groups 114 has data items of “receiver name”, “office name”,“product name”, “number of transmission times”, “rejection message” and“rejection proportion”.

[0399] The data item of “number of transmission times” of a particulardata group 114 indicates the number of times the e-mail created by thedata processor 22 has been sent to a corresponding receiver shown in thesame data group 114.

[0400] The data item of “rejection message” shown in the reference list25 indicates the number of times the sales-force server 20 has receiveda message representing that an e-mail created by the data processor 22was rejected.

[0401] The data item of “rejection proportion” shown in the referencelist 25 indicates the proportion of the “rejection message” to the“number of transmission times”.

[0402] The knowledge server 40 shown in FIG. 1 serves as a DBMS(Database Management System) for managing data recorded in thesales-instruction database 53 and the document-resource database 54. Theknowledge server 40 includes a communications controller 41, a timer 42,a data processor 43, a transmission-determination list 44, as shown inFIG. 13. For example, the CPU of the knowledge server 40 executes theprogram stored in the HDD thereof, thereby realizing and controllingsuch a structure of the knowledge server 40.

[0403] The communications controller 41 performs data communicationswith the LAN 65, so as to receive information sent from the terminal 60and send information to the sales-force server 20.

[0404] The timer 42 times the current date and time.

[0405] The data processor 43 processes various data for managinginformation sent from the terminal 60. For example, the data processor43 executes a process for recording the data sent from the terminal 60either in the sales-instruction database 53 or the document-resourcedatabase 54, in accordance with the type of the data. Further, the dataprocessor 22 transfers the data extracted from the sales-instructiondatabase 53 and document-resource database 54, based on the time of thetimer 42 and the transmission-determination list 44, to the sales-forceserver 20.

[0406] The transmission-determination list 44 shows some conditions,based on which the data recorded in the sales-instruction database 53and the document-resource database 54 are transferred to the sales-forceserver 20. FIG. 14 shows an example of the transmission-determinationlist 44. The transmission-determination list 44 shown in FIG. 14includes a plurality of data groups 115 which are sorted by product.Each of the data groups 115 includes data items of “product name” and“maturity level”. In this case, the data item of “maturity level”indicates one of the first to ninth progressive levels of salesactivities.

[0407] The first maturity level (indicated by “1”) stands for the stagein which a corresponding sales staff has just begun being in contactwith a corresponding customer. In the first maturity level, the salesstaff has just visited the customer at the first time or has tried tosee a new customer.

[0408] The second maturity level (indicated by “2”) stands for the stagein which the sales staff tries to be in contact with the customer morefrequently. In the second maturity level, the sales staff often visitsthe customer, to try to know the customer well each other.

[0409] The third maturity level (indicated by “3”) stands for the stagein which the sales staff studies about the customer. In the thirdmaturity level, the sales staff inquires about the environment of thecustomer that may influence the progressive level of the salesactivities or may include the conditions of sales. Specifically, theenvironment of the customer may include the customer company'sfacilities or its competitors, and such.

[0410] The fourth maturity level (indicated by “4”) stands for the stagein which the sales staff tries to get attention of the customer to theproduct. In the fourth level, the sales staff provides the customer withsome interesting information regarding the product, so as to persuadethe customer to buy the product.

[0411] The fifth maturity level (indicated by “5”) stands for the stagein which the sales staff is aware of the customer needs. In the fifthmaturity level, the sales staff finds out the product that meets thecustomer needs.

[0412] The sixth maturity level (indicated by “6”) stands for the stagein which the sales staff investigates any factors that should be solved,in order for the customer to buy the product. For example, in the sixthmaturity level, the sales staff finds out the difference between theproduct on sale and the product corresponding to the customer needs.

[0413] The seventh maturity level (indicated by “7”) stands for thestage in which the sales staff finally suggests the product in earnest.In the seventh stage, the sales staff talks to the customer, in order toprovide the customer with the product corresponding to the customerneeds.

[0414] The eighth maturity level (indicated by “8”) stands for the stagein which the sales staff solves the factor(s) which disturbs the sellingof the product.

[0415] The ninth maturity level (indicated by “9”) stands for the stagein which the sales staff successfully receives an order for the productfrom the customer, finally. As the maturity level goes up from the firstto ninth levels, it is more likely that the product is successfullysold.

[0416] The optical reader 50 shown in FIG. 1 optically reads outcharacters, letters, or drawings. The optical reader 50 digitizes theread information, and sends the digitized information to the sales-forceserver 20. In the first embodiment of the present invention, the opticalreader 50 reads out an item memo which is given to the manager (boss) ofthe sales section from the sale staff. This item memo representsinformation regarding the sales activities done by the sales staff. FIG.15 shows an example of item-memo data 116 which has been digitized bythe optical reader 50. The item-memo data 116 shown in FIG. 15 includesdata items of “date”, “office name”, “person to contact”, “maturitylevel”, “customer information”, “product name”, “unit price”, “number ofproduct(s) ordered”, “success possibility”, and “IT progressive level”.The customer information shown in the item-memo data 116 includes dataitems of “customer name”, “section name”, “sales-staff name” and “phonenumber”.

[0417] The maturity level shown in the item-memo data 116 represents theprogressive level of the sales activities performed by the sales staff,likewise the maturity level shown in the transmission-determination list44.

[0418] The “success possibility” shown in the item-memo data 116numerically shows the possibility that a corresponding businesstransaction will be succeeded. For example, in the case where acorresponding business transaction seems hopeless, a numerical number“1” is assigned into the data item of “success possibility” shown in theitem-memo data 116. On the contrary, in the case where a correspondingbusiness transaction seems very hopeful, a numerical number “5” isassigned into the data item of “success possibility” shown in theitem-memo data 116.

[0419] The data item of “IT progressive level” shown in the item-memodata 116 numerically represents the progressive level of IT (InformationTechnology) of the customer. For example, in the case where a LAN is notbuilt in the section of the customer, a numeral number of “1” isassigned into the “IT progressive level” in the item-memo data 116. Inthe case where high-speed Intranet is built in the customer section, anumerical number of “5” is assigned in to the data item of “ITprogressive level” in the item-memo data 116. In accordance with thelevel in IT of the customer section, one of the numerical numbers of “1”to “5” is assigned into the data item of “IT progressive level” in theitem-memo data 116.

[0420] The customer database 51, the history database 52, thesales-instruction database 53 and the document-resource database 54which are shown in FIG. 1 are built in a storage device, such as a harddisk drive, etc. The customer database 51 and the history database 52may be prepared in the sales-force server 20. The sales-instructiondatabase 53 and the document-resource database 54 may be prepared in theknowledge server 40.

[0421] The customer database 51 included in the computer network systemaccording to the first embodiment stores the item-memo data 116 sentfrom the optical reader 50 to the sales-force server 20,sales-instruction data 117 and document-resource data 118 sent from theknowledge server 40 to the sales-force server 20, and other informationregarding customers. The sales-instruction data 117 and thedocument-resource data 118 are data components representing informationregarding the sales activities.

[0422] The sales-instruction data 117 represents informationrepresenting those instructions to be given to the sales staff, andhence resulting in the sales promotion. FIG. 16 shows an example of thesales-instruction data 117. The sales-instruction data 117 shown in FIG.16 includes data items of “maturity level”, “product name”, and“instruction matter”. The data item of “instruction matter” included inthe sales-instruction data 117 is text data representing an instruction,which is set by the manager of the sales section and given to the salesstaff, in association with the data items of “maturity level” and“product name” of the same sales-instruction data 117.

[0423] The document-resource data 118 is created based on the item memoprovided from the sales staff to the manager. FIG. 17 shows an exampleof the document-resource data 118. The document-resource data 117 shownin FIG. 17 includes data items of “office name”, “sales staff name”,“customer information”, “product name”, “unit price”, “number ofproduct(s) ordered”, “expected sales”, “expected gross margin”, “successpossibility”, “maturity level of sales activities”, and “prioritylevel”. The customer information in the document-resource data 118includes data items of “customer name”, “section name”, “sales-staffname”, and “telephone number”. The data item of “success possibility” inthe document-resource data 118 numerically shows the possibility thatthe business transaction will be succeeded, likewise the case of theitem-memo data 116. The data item of “priority level” included in thedocument-resource data 118 numerically shows the priority level of thesales activities done by the sales staff. The document-resource data 118is sources for forming a report (document) of the sales activities.

[0424] The customer database 51 sorts the sales-instruction data 117 andthe document-resource data 118 by maturity level, and stores the sorteddata 117 and 118.

[0425] The history database 52 records history information of thebusiness transaction with the customer, the repairs of sold product, theinquiries from the customer. The sales-instruction database 53 storesthe sales-instruction data 117 which is sent from the terminal 60 to theknowledge server 40 in accordance with the manager operation. Thedocument-resource database 54 records the document-resource data 118which is sent from the terminal 60 to the knowledge server 40 inaccordance with the manager operation.

[0426] Each of the terminals 60 and 61 shown in FIG. 1 is a portableinformation processor or desktop computer, including a CPU, ROM, RAM,HDD, display device, keyboard, etc. The terminal 60 is used by thestaffs, including the manager, of the company. The terminal 61 isinstalled in an office for selling the products, such as a shop, adepartment store, a boutique, etc. The terminal 60 accesses the e-mailserver 10 or sales-force server 20 through the LAN 65. The terminals 60and 61 access the e-mail server 10 or sales-force server 20 through theInternet 67 and router 66.

[0427]FIG. 18 shows the structure of the terminal 60 included in thenetwork computer system according to the first embodiment. The terminal60 shown in FIG. 18 includes a communications controller 80, an inputdevice 81, an output device 81, a mailer 83, a network application 84and a report processor 85. The CPU included in the terminal 60 executesthe program stored in a storage device (ROM, RAM, HDD, etc.) thereof,thereby realizing and controlling such a structure of the terminal 60.

[0428] The mailer 83 acquires e-mails from the e-mail server 10, andcontrols the output device 82 to display the acquired e-mails. Thenetwork application 84 performs data communications with the sales-forceserver 20 or the knowledge server 40.

[0429] The report processor 85 creates various reports regarding thesales activities of the sales staff, using the document-resource data118 retrieved from the document-resource database 54.

[0430] The terminal 60 may be replaced by a plurality of devicescorresponding to the respective staff of the company.

[0431]FIG. 19 shows the structure of the terminal 61 included in thecomputer network system of the first embodiment. The terminal 61 shownin FIG. 19 includes a communications controller 86, an input device 87,an output device 88, a mailer 89, a network application 90. The CPU ofthe terminal 61 executes the program stored in the storage device (suchas the ROM, RAM, HDD, etc.) thereof, thereby realizing and controllingsuch a structure of the terminal 61. Likewise the terminal 60, theterminal 61 may be replaced by a plurality of terminals which areinstalled in a plurality of offices, respectively.

[0432] Operations of the computer network system according to the firstembodiment of the present invention will now be described.

[0433]FIGS. 20A and 20B are flowcharts each showing a process forrecording the sales-instruction data 117 in the customer database 51 andthe sales-instruction database 53. At the beginning of the process shownrespectively in FIGS. 20A and 20B, the manager checks the item memogiven by the sales staff, in order to get information which may resultin the sales promotion by instructing the sales staff.

[0434] The manager of the sales section operates the input device 81 ofthe terminal 60 to input information for the sales promotion (StepS100). In accordance with the operation by the manager, the terminal 60creates the sales-instruction data 117 (Step S101). After thesales-instruction data 117 is thus completely created, the networkapplication 84 of the terminal 60 sends an instruction to thecommunications controller 80, and sends the created sales-instructiondata 117 to the knowledge server 40 (Step S102).

[0435] In the knowledge server 40, the data processor 43 stores thesales-instruction data 117 received from the terminal 60, in thesales-instruction database 53 (Step S103). The data processor 43 detectsthat the timer 42 indicates its operational time (Step S104). Forexample, the operational time is set in advance to 5:30 pm, the sametime as the closing time of the store, shop, office, etc.

[0436] Upon detection of the operational time, the data processor 43reads out the sales-instruction data 117 newly recorded in thesales-instruction database 53 (Step S105). The data processor 43determines whether the read sales-instruction data 117 corresponds tothe conditions shown in the transmission-determination list 44 (StepS106 of FIG. 20B). In more particular, the data processor 43 extractsthe product name and maturity level from the sales-instruction data 117read out from the sales-instruction database 53. The data processor 43specifies the data group 115 including the same “product name” as thatextracted from the sales-instruction data 117, from thetransmission-determination list 44. The data processor 43 compares thematurity level of the sales-instruction data 117 and the maturity levelof the specified data group 115.

[0437] In the case where the maturity level of the sales-instructiondata 117 is equal to or greater than that of the data group 115, thedata processor 43 determines that the sales-instruction data 117corresponds to the conditions of the transmission-determination list 44.

[0438] On the contrary, in the case where the maturity level of thesales-instruction data 117 is smaller than that of the data group 115,the data processor 43 determines that the sales-instruction data 117does not correspond to the condition of the transmission-determinationlist 44.

[0439] In the case where it is determined that the sales-instructiondata 117 corresponds to the conditions of the transmission-determinationlist 44 in the step S106, the data processor 43 supplies the sales-forceserver 20 with the sales-instruction data 117 (Step S107). In thesales-force server 20, the data processor 22 records thesales-instruction data 117 received from the knowledge server 40 in thecustomer database 51 (Step S108). In this case, the sales-instructiondata 117 is sorted by maturity level, and stored in the customerdatabase 51. The sales-force server 20 sends a completion instruction toread different sales-instruction data 117, to the knowledge server 40(Step S109).

[0440] In the case where it is determined that the sales-instructiondata 117 does not correspond to the conditions of thetransmission-determination list 44 in the step S106, the procedures ofthe steps S107 to S109 will be skipped.

[0441] After this, the data processor 43 determines whether differentsales-instruction data 117 is recorded in the sales-instruction database53 (Step S110). In the case where it is determined that there isdifferent sales-instruction data 117 recorded in the sales-instructiondatabase 53 in the step S110, the data processor 43 returns to theprocedure of the step S105 shown in FIG. 20A.

[0442] On the contrary, in the case where it is determined that there isno different sales-instruction data 117 in the sales-instructiondatabase 53 in the step S110, the data processor 43 completes theprocesses shown in FIGS. 20A and 20B.

[0443] Likewise the processes shown in FIGS. 20A and 20B, the customerdatabase 51 and the document-resource database 54 may record thedocument-resource data 118. The item-memo data 116 may be recorded onlyin the customer database 51. The terminal 60 may create the item-memodata 116 using the optical reader 50. The history information regardingthe business transaction to be dealt with the customer, the repairs ofsold product, inquiries from the customer, are input by the terminal 60,and recorded in the history database 52.

[0444] In this first embodiment of the present invention, thesales-force server 20 receives six different kinds of requests from theterminals 60 and 61. The six different kinds of requests includes: afirst request regarding the item-memo data 116; a second requestregarding the sales-instruction data 117; a third request regarding thedocument-resource data 118; a fourth request regarding the repairinghistory; a fifth request regarding the inquiries from the customer; anda sixth request regarding the business with the customer. In thesales-force server 20, the page creator 23 creates a GUI in accordancewith a request received from the terminal 60 or 61. For example, the GUIcreated by the page creator 23 is a Web page which is displayed underthe control of the network application 84 of the terminal 60 and thenetwork application 90 of the terminal 61, and which can be accessed bythe sales staffs.

[0445] In response to the first request, the page creator 23 creates apage 120 shown in FIG. 21. The page 120 includes four fields 130 to 133.The field 130 is so set that the date indicated in the item memo can bespecified. The field 131 is so set that the maturity levels of the salesactivities can graphically be displayed. The field 132 is so set thatthe different item memo can be requested. The field 133 is so set thatan image representing the contents of a particular item memo can bedisplayed. The item-memo data 116 of the maturity level corresponding toa clicked portion of the field 131 is displayed in the field 133. Thepage creator 23 sends the page 120 to the terminal 60 or 61 having sentthe first request therefor.

[0446] In response to the second request, the page creator 23 creates apage 121 shown in FIG. 22. The page 121 includes three fields 134 to136. The field 134 is so set that the maturity level of the salesactivities (the business transaction) can be specified. The field 135 isso set that the product name can be specified. The field 136 is so setthat an image representing the instruction matter included in thesales-instruction data 117 can be displayed. The page creator 23 sendsthus created page 121 to the terminal 60 or 61 having sent the secondrequest therefor.

[0447] In response to the third request, the page creator 23 creates apage 122 shown in FIG. 23. The page 122 includes two fields 137 and 138.The field 137 is so set that the number assigned to thedocument-resource data 118 can be specified. The field 138 is so setthat the image representing the document-resource data 118 can bedisplayed therein. The page creator 23 sends the page 122 to theterminal 60 or 61 having sent the third request therefor.

[0448] In response to the fourth request, the page creator 23 creates apage 123 shown in FIG. 24. The page 123 includes three fields 139 to141. The field 139 is so set that the customer name can be displayedtherein. The field 140 is so set that the product name of a repairedproduct is displayed therein. The field 141 is so set that the text dataregarding the repair of the product is displayed therein. The pagecreator 23 sends the page 123 to the terminal 60 or 61 having sent thefourth request therefor.

[0449] In response to the fifth request, the page creator 23 creates apage shown in FIG. 25. The page 124 includes two fields 142 and 143. Thefield 142 is so set that the customer name can be displayed therein. Thefield 143 is so set that the text information regarding the inquiry ofthe customer can be displayed therein. The page creator 23 sends thepage 124 to the terminal 60 or 61 having sent the fifth requesttherefor.

[0450] In response to the sixth request, the page creator 23 creates thepage 125 shown in FIG. 26. The page 125 includes two fields 144 and 145.The field 144 is so set that the customer name can be displayed therein.The field 145 is so set that the text information of the businesstransaction to be dealt with the customer can be displayed therein. Thepage creator 23 sends the page 125 to the terminal 60 or 61 having sentthe sixth request therefor.

[0451] Upon reception of any of the pages 120 to 125 from thesales-force server 20, the network application 84 or 90 displays thereceived page on the output device 82 or 88.

[0452]FIGS. 27A and 27B are flowcharts showing a process for displayingthe sales-instruction data 117, using the output device 88.

[0453] In this process, in accordance with the sales-staff operation ofthe input device 87, the terminal 61 sends the second request regardingthe sales-instruction data 117 to the sales-force server 20 (Step S111).Upon this, the sales-force server 20 receives the second request (StepS112).

[0454] Upon reception of the second request, the page creator 23 createsthe page 121 shown in FIG. 22 (Step S113). After this, the page creator23 sends the created page 121 to the terminal 61 having sent the secondrequest therefor in the step S111 (Step S114).

[0455] In the terminal 61, the network application 90 controls theoutput device 88 to display the page 121 received from the sales-forceserver 20 (Step S115). In accordance with the sales-staff operation, theinput device 87 inputs the maturity level corresponding to thesales-instruction data 117, in the field 134 of the page 121 shown inFIG. 22. In addition, the input device 87 inputs the product name inrelation to the sales-instruction data 117, in the field 135 of the page121 shown in FIG. 22. In this way, the information in relation to thesales-instruction data 117 is input in the terminal 61 (Step S116). Thenetwork application 90 sends the information input into the fields 134and 135 to the sales-force server 20 (Step S117 of FIG. 27B)

[0456] In the sales-force server 20, the data processor 22 reads out thesales-instruction data 117 corresponding to the information receivedfrom the terminal 61, from the customer database 51 (Step S118). Thedata processor 22 creates image data representing the instructionmatter, which is included in the sales-instruction data 117 and to bedisplayed in the field 136 of the page 121 shown in FIG. 22 (Step S119).The data processor 22 sends thus created image data to the terminal 61(Step S120).

[0457] In the terminal 61, the network application 90 displays the imagedata received from the sales-force server 20 in the field 136 (StepS121).

[0458] Likewise the process shown in FIGS. 27A and 27B, the networkapplication 84 of the terminal 60 can display the sales-instruction data117 using the output device 82. In addition, the network applications 84and 90 can acquire, from the sales-force server 20, the item-memo data116, the document-resource data 118, and history information of: thebusiness transaction with the customer; the repairs of sold product; andthe inquiries from the customer.

[0459] For example, the network application 84 can acquire thedocument-resource data 118 from the sales-force server 20. Uponacquisition of the document-resource data 118, the report processor 85is activated in response to the manager operation of the input device81. The report processor 85 creates a report based on thedocument-resource data 118. The report created by the report processor85 is displayed on or printed by the output device 82.

[0460]FIGS. 28A and 28B are flowcharts for explaining a process forsending an e-mail including the history information of the repairs ofthe product.

[0461] In this process, the data processor 22 reads out historyinformation of the repairs of the product which is newly recorded in thehistory database 52 (Step S122). The data processor 22 composes ane-mail message including the history information read out in the stepS122 (Step S123). The data processor 22 searches the reference list 25for the one data group 114 including the same product name as that shownin the history information read out in the step S122 (Step S124). As aresult of the step S124, the data processor 22 determines whether acorresponding data group 114 is detected (Step S125).

[0462] In the case where it is determined that there is no correspondingdata group 114 in the step S125, the data processor 22 executes theprocedures of steps S126 to S129, as will be described below.

[0463] The data processor 22 adds e-mail addresses of the mailing list24, onto the e-mail message created in the step S123, so as tocompletely form the e-mail (Step S126). The data processor 22 controlsthe communications controller 21 to send the e-mail to the e-mail server10 (Step S127). In the e-mail server 10, the e-mail processor 11 carriesout a process for transmitting the e-mail received from the sales-forceserver 20 to the attached addresses. In the sales-force server 20, thedata processor 22 creates a new data group 114 to register the productname shown in the history information of the reference list 25 (StepS128). The data processor 22 assigns a numeral number of “1” into the“number of transmission times” included in the data group 114 created inthe step S128, in order to initialize the created data group 114 (StepS129). After the step S129, the data processor 22 completes the processshown in FIGS. 28A and 28B.

[0464] In the case where it is determined that the data group 114 exitsin the step S125, the data processor 22 acquires the “rejectionproportion” included in the corresponding data group 114 (Step S130 ofFIG. 28B). The data processor 22 determines whether the acquired“rejection proportion” is equal to or greater than a predeterminedthreshold value (Step S131).

[0465] In the case where it is determined that the “rejectionproportion” is smaller than the predetermined threshold value, the dataprocessor 22 acquires the receiver name shown in the data group 114including the data corresponding to the acquired “rejection proportion”(Step S132). After this, the data processor 22 searches the mailing list24 for an e-mail address corresponding to the acquired receiver (StepS133). The data processor 22 attaches the e-mail address obtained in thestep S133, to the e-mail message (Step S134). In the case where it isdetermined that the “rejection proportion” is equal to or greater thanthe predetermined threshold value, the procedures of the steps S132 to134 are skipped.

[0466] The data processor 22 determines whether there is another datagroup 114 which has been retrieved by searching the reference list 25 inthe step S124 (Step S135). In the case where it is determined that thereis another data group 114, the data processor 22 returns to theprocedure of the step S130. In the case where it is determined thatthere is no data group 114, the data processor 22 controls thecommunications controller 21 to send an e-mail to the e-mail server 10(Step S136). In the e-mail server 10, the e-mail processor 11 executes aprocess for sending the e-mail received from the sales-force server 20.In the sales-force server 20, the data processor 22 updates the datagroup 114 in association with the received e-mail (Step S137).

[0467] Likewise the process shown in FIGS. 28A and 28B, the dataprocessor 22 can send an e-mail including the history information of thetransaction to the dealt with the customer and the history informationof the inquiries from the customer.

[0468]FIG. 29 shows a flowchart for explaining the procedures of thestep S137 shown in FIG. 28B, in more detail.

[0469] In FIG. 29, the data processor 22 increments the “number oftransmission times” of the data group 114 by one, in association withthe e-mail sent in the step S136 of FIG. 28B (Step S138). The dataprocessor 22 determines whether a rejection message, representing that acorresponding e-mail has been rejected, is sent from the receiver of thecorresponding e-mail (Step S139).

[0470] In the case where it is determined that the rejection message issent, the data processor 22 increments the “rejection message” of thedata group 114 by one (Step S140).

[0471] On the contrary, in the case where it is determined that there isno rejection message transmitted within a predetermined period of time,the procedure of the step S140 is not executed.

[0472] The data processor 22 obtains the rejection proportion of the“rejection message” to the “number of transmission times” in the datagroup 114 (Step S141). Having performed this, the rejection proportionincluded in the data group 114 is updated.

[0473] For example, a staff of a store operates the input device 87 ofthe terminal 61, in order to check the e-mail. In response to the staffoperation of the input device 87, the mailer 89 accesses the e-mailserver 10. The mailer 89 downloads an e-mail(s) from an e-mail box 100corresponding to the staff to the terminal 61, thereby displaying thee-mail(s) on the output terminal 88.

[0474] Likewise the staff of the store, the sales staff or manager ofthe company operates the terminal 60, to check their e-mails.

[0475] As described above, information regarding the sales activitiescan be shared between the plurality of staffs in the company, and hencecontributing to the sales promotion.

[0476] In the first embodiment of the present invention, the e-mailserver 10 provides staffs other than the corresponding sales staff, withe-mails regarding the sales activities performed between the customerand the sales staff, so that such information can fully be used.

[0477]FIGS. 30A and 30B are flowcharts for explaining a process fortransmitting an e-mail regarding the sales activities. At the beginningof the process shown in FIG. 30A, the e-mail processor 11 checks theplurality of e-mail boxes 100 and the plurality of e-mail memories 101which are included in the e-mail storage section 12.

[0478] The e-mail processor 11 determines whether there is a new e-mailstored in the e-mail storage section 112 (Step S142). In the case whereit is determined that a new e-mail is not detected in the step S142, thee-mail processor 11 is suspended, awaiting the detection of a newe-mail.

[0479] In the case where it is determined that a new e-mail is detected,the e-mail processor 11 retrieves the detected new e-mail from thee-mail storage section 12 (Step S143). The search section 13 searchesthe retrieved e-mail for any word(s) registered in the first word table15 (Step S144).

[0480] The e-mail processor 11 determines whether the e-mail retrievedin the step S143 is one regarding the sales activities, based on thesearch result done using the first word table 15 (Step S145). In thecase where it is determined that the retrieved e-mail has nothing to dowith the sale activities, the e-mail processor 11 returns to theprocedure of the step S142.

[0481] On the contrary, in the case where it is determined that theretrieved e-mail is one regarding the sales activities, the e-mailprocessor 11 specifies the maturity level of the sales activitiescorresponding to the e-mail (Step S146). The e-mail processor 11 picksup the address of the e-mail concerned from the mailing list 14 byreferring to the customer-importance list 17 and the product-importancelist 18 (Step S147). The e-mail processor 11 transmits an e-mail to theaddress picked up in the step S147 (Step S148). The e-mail transmittedby the e-mail processor 11 in the step S148 includes both an e-mailmessage of the e-mail retrieved from the e-mail storage section 12 inthe step S143, and the maturity level specified in the step S146.

[0482] In addition, the search section 13 searches the e-mail retrievedin the step S143 for the words registered in the second word table 16.The e-mail processor 11 determines one section of the company, to whichthe e-mail retrieved in the step S143 is transmitted, based on thesearch result of the second word table 16 (Step S149 of FIG. 30B).

[0483] The e-mail processor 11 transmits an e-mail to the sectiondetermined in the step S149 (Step S150).

[0484] The e-mail processor 11 updates the data group 112 correspondingto one or more e-mails transmitted respectively in the steps S148 andS150, in the reference list 19 (Step S151).

[0485]FIG. 31 is a flowchart for explaining the procedure of the stepS144 of FIG. 30A, in more detail.

[0486] As shown in FIG. 31, the search section 13 searches the e-mailmessage retrieved by the e-mail processor 11 in the step S143 of FIG.30A, for a first keyword registered in the first column 103 of the firstword table 15 (Step S153). The search section 13 determines whether thefirst keyword has been searched out (Step S154). In the case where it isdetermined that the first keyword has not been searched out in the stepS154, the e-mail retrieved by the e-mail processor 11 has nothing to dowith the sales activities (Step S155).

[0487] In the case where it is determined that the first keyword hasbeen searched out in the step S154, the search section 13 searches thee-mail message for a second keyword registered in the second column 104of the first word table 15, within a range of a predetermined number ofwords (e.g. five words) following the found first keyword (Step S156).The search section 13 determines whether the second keyword has beendetected in the e-mail message (Step S157). In the case where the secondkeyword has not been detected in the step S157, it is determined thee-mail retrieved by the e-mail processor 11 has nothing to do with thesales activities, in the step S155.

[0488] In the case where it is determined that the second keyword(s) hasbeen detected in the step S157, the search section 13 searches theretrieved e-mail for a third keyword registered in the third column 105of the first word table 15, within a range of a predetermined number ofwords (e.g. five words) following the first keyword detected in the stepS154 in the e-mail message (Step S158). The search section 13 determineswhether there is detected the third keyword in the retrieved e-mailmessage (Step S159). In the case where it is determined that there is nothird keyword detected in the e-mail message, it is determined that thee-mail retrieved by the e-mail processor 11 has nothing to do with thesales activities in the step S155.

[0489] In the case where it is determined that there is the thirdkeyword detected in the e-mail message in the step S159, the e-mailretrieved by the e-mail processor 11 has some kind of relation with thesales activities (Step S160).

[0490]FIG. 32 is a flowchart for explaining the procedure of the stepS146 of FIG. 30A, in more detail.

[0491] As shown in FIG. 32, the e-mail processor 11 determines whetherthe sender of the e-mail retrieved in the step S143 of FIG. 30A is acustomer (Step S161). For example, the e-mail processor 11 finds out thesender of the e-mail, by referring to the e-mail addresses included inthe customer-importance list 17. If the e-mail address of the sender isthe same as the one included in the customer-importance list 17, thesender is a customer.

[0492] On the contrary, in the case where the sender of the e-mail isnot a customer, the e-mail has been sent from a sales staff of thecompany. In the case where it is determined that the sender of thee-mail is the sales staff, the e-mail processor 11 reads out a numeralnumber indicating the maturity level of the sales activities, from thee-mail message (Step S162).

[0493] In the case where it is determined that the sender of the e-mailis a customer in the step S161, the e-mail processor 11 obtains anye-mails addressed to the customer from the sales staff, from the e-mailmemory 101 (Step S163). If there are a plurality of e-mails sent fromthe sales staff to the customer, the e-mail processor 11 reads out thelatest e-mail, of the plurality of e-mails. After this, the e-mailprocessor 11 advances to the procedure of the step S162.

[0494]FIG. 33 is a flowchart for specifically explaining the procedureof the step S147 of FIG. 30A.

[0495] As shown in FIG. 33, in the case where the e-mail retrieved inthe step S143 of FIG. 30A has some kind of relation with the salesactivities, the e-mail processor 11 reads out the customer name from theheader of the e-mail (Step S164). The e-mail processor 11 searches thecustomer-importance list 17 for the customer name read out in the stepS164 (Step S165). The e-mail processor 11 determines whether a customername has been detected from the customer-importance list 17, as a searchresult of the step S165 (Step S166). In the case where the customer namehas not been detected in the step S166, the e-mail processor 11 assignsa numerical number of “1” into the “importance” corresponding to thecustomer (Step S167). In the case where it is determined that thecustomer has been detected in the step S166, the e-mail processor 11acquires the “importance” shown in the data group 110 of thecustomer-importance list 17 having data of the detected customer (StepS168).

[0496] After the steps S167 and S168 are executed, the search section 13searches the e-mail message for the product name registered in theproduct-importance list 18 (Step S169). As a search result of the stepS169, the e-mail processor 11 determines whether the product nameregistered in the product-importance list 18 is detected (Step S170). Inthe case where the product name has not been detected in the step S170,the process shown in FIG. 33 is terminated at this moment.

[0497] In the case where it is determined that the product name has beendetected in the step S170, the e-mail processor 11 acquires the“importance” of the data group including the data corresponding to thedetected product name (Step S171). The e-mail processor 11 refers to the“importance” shown in the mailing list 14, in order to determine theaddressee of the e-mail (Step S172). In more particular, the e-mailprocessor 11 calculates a sum of the “importance” included in the datagroup 110 and the “importance” included in the data group 111. Thee-mail processor 11 compares the calculated sum and the “importance”included in each data group 102 of the mailing list 14. In the casewhere there is included a data group 102 showing the “importance” whichis smaller than the calculated sum, the e-mail processor 11 acquires thee-mail address included in the same data group 102.

[0498]FIG. 34 is a flowchart specifically showing the procedure of thestep S149 of FIG. 30B.

[0499] As shown in FIG. 34, the search section 13 searches the e-mailmessage retrieved by the e-mail processor 11 in the step S143, for aword registered in the second word table 16 (Step S173). The e-mailprocessor 11 determines whether the word registered in the second wordtable 16 has been detected, in the step S173 (Step S174). In the casewhere it is determined that no word of the second word table 16 has beendetected in the step S174, the process shown in FIG. 34 is terminated atthis moment.

[0500] In the case where it is determined that the word of the secondword table 16 has been detected, the e-mail processor 11 identifies asection of the company which corresponds to the detected word, based onthe second word table 16 (Step S175). For example, the e-mail processor11 identifies a section of the company which corresponds to any of thecolumns 106 to 108 including the detected word. The e-mail processor 11sets the address of the identified section as the addressee of thetarget e-mail to be sent (Step S176).

[0501]FIG. 35 is a flowchart specifically showing the procedure of thestep S151 of FIG. 30B.

[0502] As shown in FIG. 35, the e-mail processor 11 increments the“number of transmission times”, by one, included in the data group 112corresponding to the e-mail transmitted in the steps S148 and S150 (StepS177). The e-mail processor 11 determines whether there is transmitted arejection message that the e-mail is rejected, from the receiver of thecorresponding e-mail (Step S178). In the case where it is determinedthat the rejection message has been transmitted, the e-mail processor 11increments the “rejection message” included in the data group 112 by one(Step S179). On the contrary, in the case where it is determined that norejection message has been transmitted within a predetermined period oftime, the process shown in FIG. 35 is terminated at this moment.

[0503] After this, the e-mail processor 11 obtains the “rejectionproportion” of the “rejection message” to the “number of transmissiontimes” shown in the corresponding data group 112 (Step S180). Then, the“rejection proportion” of the data group 112 is updated.

[0504] The e-mail processor 11 determines whether the updated “rejectionproportion” is equal to or greater than a predetermined threshold value(Step S181). In the case where it is determined that the updated“rejection proportion” is smaller than the predetermined thresholdvalue, the e-mail processor 11 terminates the process shown in FIG. 35at this moment.

[0505] In the case where it is determined that the “rejectionproportion” is equal to or greater than the predetermined thresholdvalue, in the step S181, the e-mail processor 11 deletes the wordcorresponding to this “rejection proportion” , from the second wordtable 16. Further, the e-mail processor 11 erases the data group 112including this “rejection proportion” from the reference list 19 (StepS182).

Second Embodiment

[0506] A computer network system according to the second embodiment ofthe present invention will now be described. In the second embodiment,the sales-force server 20 calculates the usage frequency of a sales toolused for sales activities. The sales-force server 20 transmits data forcreating the sales tool, which is frequently used, at first to theterminal 61. Hence, the computer network system according to the secondembodiment of the present invention can adequately facilitate the salesactivities of the sales staff.

[0507]FIG. 36 shows the computer network system according to the secondembodiment of the present invention. As shown in FIG. 36, the system ofthis embodiment includes the sales-force server 20, the customerdatabase 51, a sales-tool database 55, the terminals 60 and 61, a toolcreator 64, the LAN 65, the router 66 and the network 67, such as theInternet, etc.

[0508] The sales-force server 20 included in the system of thisembodiment includes, as shown in FIG. 37, the communications controller21, a tool manager 26, a data retriever 27, a verification processor 28,a timer 29 and a plurality of tool lists 30. For example, the CPU of thesales-force server 20 executes the program stored in the HDD thereof,thereby realizing and controlling such a structure of the sales-forceserver 20.

[0509] The tool manager 26 records customer-management data 150 receivedfrom the terminal 61, in the customer database 51.

[0510] The customer-management data 150 shows the contents of the salesactivities done by the sales staff toward the customer. FIG. 38 shows anexample of the customer-management data 150. The customer-managementdata 150 shown in FIG. 38 includes data items of “customer name”,“sales-staff name”, “product name”, “maturity level”, and “office (forselling products)”. The data item of “product name” included in thecustomer-management data 150 represents a target product name of atarget product to be sold. The data item of “maturity level” included inthe customer-management data 150 represents the progressive level of thesales activities, likewise the case of the first embodiment.

[0511] The tool manager 26 records the sales-tool data 151 received fromthe terminal 60 in the sales-tool database 55.

[0512]FIG. 39 shows an example of the sales-tool data 151. Thesales-tool data 151 shown in FIG. 39 includes data items of “maturitylevel” of the sales activities, “product name”, and “source data”. Thedata item of “source data” included in the sales-source data 151 is usedby the tool creator 64 for creating a sales tool.

[0513] Upon reception of the customer-management data 150 from theterminal 61, the tool manager 26 sends the sales-tool data 151 retrievedfrom the sales-tool database 55 to the terminal 61.

[0514] The data retriever 27 updates the tool lists 30, based onusage-context data 152 received from the terminal 61.

[0515] The usage-context data 152 shows the usage context of the salestool in the office. FIG. 40 shows an example of the usage-context data152. The usage-context data 152 includes data items of “maturity level”of sales activities, “product name”, “sales tool name”, and “number ofused sales tools”.

[0516] The verification processor 28 executes a process for verifyingthe validity of a target sales tool concerned.

[0517] The timer 29 time the current date and time.

[0518] The number of the tool lists 30 coincides with the numericalnumber of the maturity level of the sales activities. For example, ninetool lists 30 are prepared, if the maturity level of the salesactivities is the ninth level. FIG. 41 shows an example of one tool list30. The tool list 30 shown in FIG. 41 has a plurality of data groups 119that are sorted by product and sales tool. Each of the plurality of datagroups 119 includes data items of “product name”, “sales-tool name”,“total number of transmitted sales tools”, “total number of sales toolsto be provided”, “usage frequency” and “validity”.

[0519] The data item of “total number of transmitted sales tools” shownin the tool list 30 indicates the total number of sales tools sent fromthe sales-force server 20 to the terminal 61. The data item of “totalnumber of sales tools to be provided” indicates the total number ofsales tools created by the tool creator 64, for providing the customerwith the sales tool at the office for selling products. The data item of“usage frequency” shown in the tool list 30 indicates the proportion ofthe “total number of sales tools to be provided” to the “total number oftransmitted sales tools” both of which are included in the same datagroup 119. The data item of “validity” shown in the tool list 30indicates the order that represents the usage frequencies of therespective tools corresponding to the “product name”

[0520] The customer database 51 included in the system of the secondembodiment stores the customer-management data 150, which is sent fromthe terminal 61 to the sales-force server 20 and sorted based on the“maturity level” and “product name”.

[0521] The sales-tool database 55 stores the sales-tool data 151 sentform the terminal 60 to the sales-force server 20. In this case, thesales-tool database 55 stores the sales-tool data 151 which isclassified according to maturity level of the sales activities. Thesales-tool database 55 may be prepared inside the sales-force server 20.

[0522] The terminal 60 included in the system of the second embodimentincludes at least the communications controller 80, the input device 81,the output device 82, and the network application 84, which are shown inFIG. 18.

[0523] The terminal 61 included in the system of the second embodimentincludes at least the communications controller 86, the input device 87,the output device 88, and the network application 90, which are shown inFIG. 19.

[0524] The tool creator 64 creates a sales tool, based on the sales-tooldata 151 supplied from the terminal 61. For example, the tool creator 64is a printer which creates a paper-made tool, such as a flyer, a poster,specifications, a price list, etc. The tool creator 64 may be areproduction system which outputs voice messages, image messages, etc.

[0525] In this embodiment, in response to the manager operation of theinput device 81, the terminal 60 creates the sales-tool data 151. Theterminal 60 sends the sales-tool data 151 to the sales-force server 20.

[0526] In the sales-force server 20, the tool manager 26 reads out thematurity level, from the sales-tool data 151 sent from the terminal 60.The tool manager 26 stores the sales-tool data 151, which is sorted bymaturity level, in the sales-tool database 55. For example, in thesales-tool database 55, new sales-tool data 151 is stored, following thesales-tool data 151 which has the same maturity level and which has beenstored in the sales-tool database 55 before the new sales-tool data 151.

[0527] The tool manager 26 creates a new data group 119 in the tool list30, in order to manage the new sales-tool data 151 stored in thesales-tool database 55. The “total number of transmitted sales tools”and “total number of sales tools to be provided” in the new data group119 indicate “0”.

[0528]FIG. 42 is a flowchart for explaining a process for sending thesales-tool data 151 stored in the sales-tool database 55 to the terminal61 installed in the office.

[0529] In this process, in response to the staff operation of the inputdevice 87, the terminal 61 creates the customer-management data 150(Step S200). The terminal 61 sends the customer-management data 150 tothe sales-force server 20 (Step S201).

[0530] In the sales-force server 20, the tool manager 26 reads out thecustomer-management data 150 received from the terminal 61, in order tospecify the “office name”, “maturity level”, and “product name” (StepS202). The tool manager 26 sorts the customer-management data 150 bymaturity level and product name, and stores the sorted data in thecustomer database 51 (Step S203). The tool manager 26 accesses thesales-tool database 55, in order to retrieve the sales-tool data 151corresponding to the sales-management data 150 read out in the step S202(Step S204). The maturity level included in the sales-tool data 151retrieved from the sales-tool database 55 is higher, by one level, thanthat of the customer-management data 150 read out in the step S202. Notethat the “product name” in the sales-tool data 151 retrieved from thesales-tool database 55 is the same as that of the customer-managementdata 150 read out in the step S202. The sales-tool data 151 retrievedfrom the sales-tool database 55 corresponds to a predetermined salestool, which is quite frequently used. The tool manager 26 refers to the“validity” included in the tool list 30, in order to specify the “usagefrequency” of each sales tool.

[0531] The tool manager 26 sends the sales-tool data 151 acquired in thestep S204, to the terminal 61 having sent the customer-management data150 in the step S201 (Step S205). That is, the sales-tool data 151,corresponding to a frequently-used sales tool, is transmitted to theterminal 61 at first.

[0532] The tool manager 26 updates the tool list 30, so as to store thenumber of sales tool sent in the step S204 (Step S206). In the datagroup 119 corresponding to the sales-tool data 151 transmitted in thestep S205, the number of the sales tool which corresponds to this data151 is added to the “total number of transmitted sales tools”.

[0533] The terminal 61 having received the sales-tool data 151 from thesales-tool server 20 supplies the tool generator 64 with the source dataincluded in the sales-tool data 151, so as to generate a sales tool.

[0534]FIGS. 43A and 43B are flowcharts showing a process for calculatingthe usage frequency of each sales tool.

[0535] As shown in FIGS. 43A and 43B, the terminal 61 sends a requestfor the tool list 30 to the sales-force server 20, in response to thestaff operation of the input device 87 (Step S207). The sales-forceserver 20 receives this request from the terminal 61 (Step S208).

[0536] In the sales-force server 20, the data retriever 27 creates apage 126 shown in FIG. 44, in response to the request from the terminal61. The page 126 includes two fields 146 and 147, for inputting theusage-context data 152 therein. The field 146 is so set that thematurity level of the sales activities can be specified therein. Thefield 147 is so set as to specify the “product name”, the “sales-toolname”, and the “number of used sales tools”. The data retriever 17 sendsthe page 126 to the terminal 61 having sent the request therefor in thestep S201 (Step S209).

[0537] In the terminal 61, the network application 90 controls theoutput device 88 to display the page 126, received from the sales-forceserver 20. In response to the staff operation, the input device 81inputs information regarding the usage contents of the sales tool, inthe fields 146 and 147 (Step S210). The network application 84 createsthe usage-context data 152 based on the information input in the fields146 and 147, and sends the created data to the sales-force server 20(Step S211).

[0538] In the sale-force server 20, the data retriever 27 sorts theusage-context data 152 received from the terminal 61, in an ascendingorder of the maturity level (Step S212). In this case, the usage-contextdata 152 sorted in the step S212 is retained in a non-illustrativememory, for example.

[0539] The data retriever 27 sets “1” as a variable N (Step S213 of FIG.43B). The variable N is used by the data retriever 27 and theverification processor 28, in order to identify the maturity level ofthe sales activities. The data retriever 27 retrieves the usage-contextdata 152 sorted in the step S212, in accordance with the sorted order(Step S214). The data retriever 27 compares the variable N with thematurity level of the usage-context data 152 retrieved in the step S214.As a comparison result, the data retriever 27 determines whether thevariable N coincides with the maturity level of the usage-context data152 (Step S215).

[0540] In the case where it is determined that the variable N does notcoincide with the variable N in the step S215, the data retriever 27increments the variable N by one (Step S216). After this, the flowreturns to the procedure of the step S214.

[0541] On the contrary, in the case where it is determined that thevariable N coincides with the variable N in the step S215, the dataretriever 27 updates the data group 119 corresponding to theusage-context data 152, as will more specifically be explained below.The data retriever 27 reads out the usage-context data 152 retrieved inthe step S214, in order to specify the number of the usage sales tools.The data retriever 27 adds the number of used sales tool retrieved fromthe usage-context data 152, to the “total number of sales tools to beprovided” included in the data group 119 corresponding to theusage-context data 152 retrieved in the step S214 (Step S217). The dataretriever 27 obtains the “usage frequency” of the data group 119including the “total number of sales tools to be provided” updated inthe step S217 (Step S218). Hence, the “usage frequency” included in thedata group 119 is updated. The data retriever 27 determines whetherthere is usage-context data 152 which has not yet been retrieved in thestep S214 (Step S219).

[0542] In the case where it is determined there is non-retrievedusage-context data 152 in the step S219, the flow returns to theprocedure of the step S214.

[0543] On the contrary, in the case where it is determined that there issuch usage-context-data 152 in the step S219, the process shown in FIGS.43A and 43B is terminated at this moment.

[0544]FIGS. 45A and 45B are flowcharts for explaining a process forverifying the validity of a target sales tool.

[0545] As shown in FIGS. 45 and 45B, the verification processor 28detects that the time identified by the timer 29 shows the operationaltime of the verification processor 28 (Step S220). For example, theoperational time is set in advance to 24:00 pm in advance.

[0546] Upon detection of the operational time, the verificationprocessor 28 sets “1” as a variable N (Step S221).

[0547] The verification processor 28 reads out the tool list 30corresponding to the same maturity level of the set variable N (StepS222). The verification processor 28 retrieves those data groups 119having the same “product name”, and compares the data items of “usagefrequency” included in the retrieved data groups 119 (Step S223). Basedon the result of the step S223, the verification processor 28 arrangesthe data groups 119, in a descending order of the “usage frequency”(Step S224). For example, the arranged data groups 119 are retained in anon-illustrative memory.

[0548] The verification processor 28 finds out any one of those arrangeddata groups 119, that includes the “usage frequency” of smaller than apredetermined threshold value (Step S225). As a result of the step S225,the verification processor 28 determines whether there is found a datagroup 119 having the “usage frequency” of smaller than the predeterminedthreshold value (Step S226).

[0549] In the case where it is determined that there is found the datagroup 119 having the “usage frequency” indicating a value smaller thanthe threshold value, the verification processor 28 deletes the founddata group 119 from the tool list 30, and deletes also the sales-tooldata 151 corresponding to the deleted data group 119, from thesales-tool database 55 (Step S227).

[0550] In the case where it is determined that there is no data group119 having the “usage frequency” of smaller than the predeterminedthreshold value in the step S226, the procedure of the step S227 isskipped.

[0551] The verification processor 28 assigns the “validity” of each ofthe non-deleted data groups 119 a numerical number corresponding to itsorder number (Step S228). For example, “1” is assigned to the “validity”of the first data group 119, while “2” is assigned to the “validity” ofthe second data group 119. The verification processor 28 rearranges thedata groups 119 of the tool list 30, in accordance with the assignednumber of the step S225 (Step S229).

[0552] The verification processor 28 determines whether the variable Nis the maximum number of the maturity level (Step S230).

[0553] In the case where it is determined that the variable N is not themaximum number of the maturity level, the verification processor 28increments the variable N by one (Step S231). After this, the flowreturns to the procedure of the step S222.

[0554] In the case where it is determined that the variable N is themaximum number of the maturity level, the process shown in FIGS. 45A and45B is terminated at this moment.

Third Embodiment

[0555] A computer network system according to the third embodiment ofthe present invention will now be described. In the third embodiment ofthe present invention, the sales-force server 20 receives historyinformation regarding the customer access toward the computer networksystem of this embodiment, from a Web server 70 and a call center 72.The sales-force server 20 receives also audio data created by theterminal 62 therefrom. Upon reception of the data from the Web server70, the call center 72 or the terminal62, the sales-force server 20creates data for facilitating the sales activities of the sales staff.The data created by the sales-force server 20 is sent to the terminal 62used by the sales staff. That is, the terminal 62 can provide the salesstaff with various information regarding the sales activities to be doneby the staff. In this structure, the computer network system accordingto the third embodiment of the present invention can adequatelyfacilitate the sales activities of the staffs of the company. Thesales-force server 20 sends text data which can be created using theaudio data, to a central server 71. Upon this, the central server 71determines the business solutions, and provides the sales staff with thebusiness solutions through the terminal 62 having sent the audio datathereto.

[0556]FIG. 46 shows the computer network system according to the thirdembodiment of the present invention. As shown in FIG. 46, the computernetwork system includes the sales-force server 20, the customer database51, a sales-force database 56, a text database 57, a skill database 58,terminals 60, 62 and 63, the LAN 65, the router 66, the Web server 70,the central server 71, the call center 72, the Internet 67 and a PSTN(Public Switched Telephone Network) 73.

[0557] As shown in FIG. 47, the sales-force server 20 according to thethird embodiment of the present invention includes the communicationscontroller 21, the data processor 22, a voice recognizer 31, a messageprocessor 32, a text converter 33, a registration processor 34, ananalyzer 35 and a skill processor 36. For example, the CPU of thesales-force server 20 executes the program stored in the HDD of thesales-force server 200, thereby realizing and controlling such astructure of the sales-force server 20.

[0558] The data processor 22 of the computer network system of thisembodiment stores the customer-management data 150, which is describedin the second embodiment and received from the terminal 62, in thecustomer database 51. The data processor 22 stores business-transactionhistory received from the terminal 62 in the customer database 51, inassociation with the customer management data 150. Thebusiness-transaction history is history information regarding thebusiness transaction(s) to be dealt with the customer. The dataprocessor 22 stores access-history data 153 received from the Web server70 in the customer database 51 in association with thecustomer-management data 150. The data processor 22 stores call-historydata 154 received from the call center 72 in the customer-database 51 inassociation with the customer-management data 150.

[0559]FIG. 48 shows an example of the access-history data 153. Theaccess-history data 153 shown in FIG. 48 includes data items of“date/time”, “customer ID information”, and “access information”. Thedata item of “customer ID information” of the access-history data 153 isto specify customer, who has accessed the Web server 70, such as his/here-mail address, IP (Internet protocol) address, etc.

[0560]FIG. 49 shows an example of the call-history data 154. Thecall-history data 154 shown in FIG. 49 includes data items of“date/time”, “customer ID information”, and “contents of conversation”.The “customer ID information” in the call-history information 154 is tospecify the customer, who has called the call center 72, such as his/herphone number, etc.

[0561] The data processor 22 creates target information 155 used forfacilitating the sales activities to be done by the sales staff, basedon the customer-management data 150, the access-history data 153 and thecall-history data 154. The target information 155 created by the dataprocessor 22 is sent to the terminal 62.

[0562]FIG. 50 shows an example of the target information 155. The targetinformation 155 shown in FIG. 50 includes data items of “customer name”,“product name”, “channel for making contact with customer”, and“priority”.

[0563] The data item of “channel for making contact with customer” ofthe target information 155 represents a channel, such as the post, FAX,telephone, visiting, e-mail, and office, etc. by or at which the salesstaff contacts the customer.

[0564] The data item of “priority” numerically represents the prioritylevel of the sales activities in relation to the product identified bythe “product name”.

[0565] The voice recognizer 31 detects errors in the utterance of thesales staff, using a predetermined voice recognition technology. Forexample, the voice recognizer 31 detects errors in the product namepronounced by the sales staff. The voice recognizer 31 detects anyproduct names that the sales staff mentioned in the utterance with thecustomer. Further, the voice recognizer 31 retrieves catalogueinformation corresponding to the detected product names, from thesales-force database 56, and sends the retrieved information to theterminal 62 having sent the audio data to the voice recognizer 31.

[0566] In the case where the voice recognizer 31 has detected theerrors, the message processor 32 creates a message for instructing thesales staff to correct the errors, and sends the created message to theterminal 62. In response to the message from the message processor 32,the terminal 62 controls the output device 93 to output the correction.The message processor 32 retrieves information corresponding to theexplanations of the sales staff, from the sales-force database 56, basedon the identification result of the voice recognizer 31. The informationretrieved by the message processor 32 is sent to the terminal 62 havingsent the audio data to the voice recognizer 31. In the terminal 62, theoutput device 93 outputs the explanation information sent from themessage processor 32.

[0567] The text converter 33 converts the audio data sent form theterminal 62 into text data. The text data output from the text converter33 is stored in the text database 57. In addition, the text converter 33sends the text data to the central server 71.

[0568] The registration processor 34 extracts, from the text datagenerated as a result of the conversion by the text converter 33, a dataportion regarding the sales activities, a data portion regarding thebusiness transactions, and a data portion regarding the customer needs.The registration processor 34 stores the extracted text data regardingthe business activities, in the sales-force database 56 assales-activity information. The registration processor 34 stores theextracted text data regarding the business transactions, in thesales-force database 56 as business-transaction information. Theregistration processor 34 stores the extracted text data regarding thecustomer needs, in the sales-force database 56 as customer-needsinformation.

[0569] The analyzer 36 executes a search process, a retrieval process, areferring process and an analyzing process, for the data stored in thesales-force database 56. For example, in response to an instruction ofthe terminal 60, the analyzer 35 collects information regarding thesales activities, which are done by a particular sales staff in aone-month range, from the sales-force database 56. The analyzer 35executes various statistical processes based on the collectedinformation. The results of the statistical processes are sent to theterminal 60 having sent the instruction to the analyzer 35.

[0570] The skill processor 36 evaluates the sales abilities of eachsales staff, based on the data output from the voice recognizer 31. Theskill processor 36 creates a skill table 99 showing the evaluated salesabilities of each sales staff. FIG. 51 shows an example of thus createdskill table 99. The skill table 99 shown in FIG. 51 includes two columns156 and 157. The column 156 contains data corresponding to some elements(e.g. understanding of product, presentation ability, approachingability, suggesting ability, total, etc.), based on which the salesability of each staff is evaluated. The column 157 contains datarepresenting the evaluated data of each element which is calculated bythe skill processor 36.

[0571] For example, the skill processor 36 creates information regardingany materials or training which may contribute to improving the salesabilities of the sales staff, based on the data included in the skilltable 99. The information regarding such materials or training is outputby the output device 93, so that the sales staff can refer to the outputinformation. Alternatively, the skill processor 36 makes advice forinstructing the sales staff, based on the data contained in the skilltable 99. The advice created by the skill processor 36 is output by theoutput device 82 of the terminal 60, used by the manager (boss) of thesales staff, so that the boss of the sales staff can refer to theprovided advice.

[0572] The customer database 51 stores the customer-management data 150,the access-history data 153, the call-history data 154, andbusiness-transaction history. The business-transaction historyrepresents records of business transactions made between the sales staffand the customer, and information obtained in the business promotionactivities of the sales staff toward the customer. Thebusiness-transaction history includes data representing the maturitylevel of the sales activities that are proceeded by the sales staff.

[0573] The sales-force database 56 stores the sales-activityinformation, business transaction information, product information, andcustomer-needs information, etc. The sales-activity informationrepresents the progressive level of the business activities done by thesales staff for the customer. Specifically, the sales-activityinformation represents that: a sales staff Z had sales approaches to amanager of company A, and talked about a printer from 14:00 pm until16:00 on March 23; the printer was sold at the price of ¥1,000,000; andthe competitor of the company A is company C. The business transactioninformation is management information regarding sales projects and salesactivities to be done. The product information is catalogue informationrepresenting the product specifications, service information, model typeof the product. The customer-needs information represents any productsthat may meet the customer demand. For example, the customer-needsinformation may be information representing a particular product, suchas a high-speed laser printer, etc. Otherwise, the customer-needsinformation may represents potential needs of the customers, that areexpected to be highly demanded afterwards. The sales-force database 56may be built in the sales-force server 20. The information stored in thesales-force database 56 may arbitrarily be updated in accordance withthe business style of the staffs.

[0574] The text database 57 stores the text data, which is created bythe text converter 33 using the audio data. The text database 57 may bebuilt in the sales-force server 20.

[0575] The skill database 58 may store the skill table 99 created by theskill processor 36 of the sales-force server 20. The skill database 58may be included in the sales-force server 20.

[0576] The terminal 62 shown in FIG. 46 is a portable informationprocessor, such as a PDA (Personal Digital Assistants) or anotebook-type computer, including a CPU, a ROM, a RAM, an HDD, a displaydevice, a keyboard, etc. The terminal 62 is used by the sales staff. Theterminal 61 performs data communications with the sales-force server 20or the central server 71, through the Internet 67, etc.

[0577]FIG. 52 shows the structure of the terminal 62 included in thecomputer network system of the third embodiment. The terminal 62 of FIG.52 includes a communications controller 91, an input device 92, theoutput device 93, and a network application 94. The input device 92includes an encoder which encodes voice signals input from a microphone,in order to create audio data. The terminal 62 may be replaced by aplurality of terminals corresponding respectively to a plurality ofsales staffs.

[0578] The terminal 63 shown in FIG. 46 is a notebook computer ordesktop computer, including a CPU, a ROM, a RAM, an HDD, a displaydevice, a keyboard, etc. The terminal 63 is used by the customer. Theterminal 63 can access the Web server 70 through the Internet 67. Thecustomer who uses the terminal 63 may sometimes call the call center 72through the PSTN 73. The terminal 63 may be replaced by a plurality ofterminals corresponding respectively to a plurality of customers.

[0579]FIG. 53 shows the structure of the terminal 63 included in thecomputer network system according to the third embodiment of the presentinvention. The terminal 63 shown in FIG. 53 includes a communicationscontroller 95, an input device 96, an output device 97, and a networkapplication 98.

[0580] The Web server 70 shown in FIG. 46 is a computer system includinga CPU, a ROM, a RAM, an HDD, and a network interface. The Web server 70transmits Web pages to the terminal 63 through the Internet 67. The Webpages to be transmitted by the Web server 70 includes information to beprovided from a company providing products or services to customers.Each Web page transmitted by the Web server 70 may include the contentsof a portal. For example, the portal site provides various informationservices to their customers, such as a search engine, a chat room, a BBS(Bulletin Board System), or a Web-mail system, etc. The Web server 70may provide personalized information which has been customized inaccordance with the user preference. The Web server 70 includes arecording device 74 for recording the access-history data 153.

[0581] The central server 71 has the same hardware structure as that ofthe Web server 70. The central server 71 determines the businesssolutions, representing one or more most-demanded products, based on thetext data received from the sales-force server 20. The central server 71creates suggestion data representing the determined business solutions,and provides the terminal 62 with the created suggestion data. Forexample, the output device 93 displays an image representing a proposalbased on the suggestion data.

[0582] The call center 72 executes various business tasks correspondingto telephone calls from the customers, using a CTI (Computer TelephonyIntegration) technique. A CTI server including a CPU, a ROM, a RAM, anHDD, a display, and a keyboard, etc. is one example of the computerizedcall center 72. For example, the call center 72 executes various tasks,such as receiving orders from customers using telephones, responding tothe inquiries from the customers, and performing sales tasks throughtelephone call. In the call center 72, the operator of the call center72 may talk to the customer on the phone for carrying out the businesstransactions. Except during the business hours, such as the nighttime,etc., an answering machine may be provided for recording messages fromthe customers in the call center 72. The call center 72 is designed tocorrespond both to inbound and outbound operations. When processing aninbound call, the call center 72 may display customer telephone number,etc. on the display of the CTI server, in order to provide the operationwith the customer information. The call center 72 includes a recordingdevice 75 for storing the call-history data 154.

[0583] Operations of the computer network system according to the thirdembodiment of the present invention will now be explained.

[0584] In the third embodiment of the present invention, the sales staffoperates the terminal 62, to input the business-transaction history. Thebusiness-transaction history is sent from the terminal 62 to thesales-force server 20 through the Internet 67. In the sales-force server20, the data processor 22 stores the business-transaction historyreceived from the terminal 62 in the customer database 51. Thebusiness-transaction history is classified by customer, and stored inthe customer database 51 in association with the customer-managementdata 150. In this way, the customer database 51 stores the historyinformation of business transactions performed with the customer in thepast.

[0585]FIG. 54 is a flowchart for explaining a process for managing thesales activities, based on the history information regarding thecustomer access toward the Web server 70.

[0586] As shown in FIG. 54, in response to a request from the terminal63, the Web server 70 provides the terminal 63 with a Web page throughthe Internet 67 (Step S300). Every time the Web server 70 provides theterminal 63 with a Web page, it creates the access-history data 153(Step S301). The Web server 70 stores the access-history data 153 in therecording device 74, and also sends the access-history data 153 to thesales-force server 20 (Step S302).

[0587] In the sales-force server 20, the data processor 22 reads out theaccess-history data 153 received from the Web server 70, in order tospecify a customer who has accessed and browsed the provided Web page(Step S303). The data processor 22 retrieves, from the customer database51, the customer-management data 150 corresponding to the specifiedcustomer and the business-transaction history corresponding to thiscustomer-management data 150 (Step S304). The data processor 22 readsout the maturity level of the sales activities which is included in thebusiness-transaction history retrieved from the customer database 51.

[0588] Based on the customer-management data 150, the access-historydata 153 and the business-transaction history, the data processor 22analyzes the customer behavior, in consideration of the access frequencyto the Web server 70, the frequency of shopping, the sales records,contacts with the sales staff, the maturity level of the salesactivities toward the customer, etc. (Step S305). As a result of thestep S305, the data processor 22 creates the target information 155(Step S306). The data processor 22 provides the terminal 62 with thetarget information 155 (Step S307). For example, the output device 93displays the target information 155 received from the sales-force server20.

[0589] The target information 155 represents the priority level of thebusiness activities toward the customer, and represents also a channelfor making contact with the customer. Thus, the terminal 62 can informthe sales staff about the most-preferable time and way to carry out thebusiness activities toward the corresponding customer.

[0590] In the process shown in FIG. 54, every time the Web server 70provides the terminal 63 with a Web page, it sends the access-historydata 153 to the sales-force server 20. Otherwise, the Web server 70collects the access-history data 154 of the corresponding customer andsends the collected data 153 to the sales-force server 20, every time itreceives an instruction for making contact with the sales staff from theterminal 63.

[0591] Upon reception of the access-history data 153 from the Web server70, the data processor 22 may execute a process for an information item,defining the tasks to be processed in accordance with the correspondingsales activities.

[0592] The customer may call the call center 72 through the PSTN 73,using a non-illustrative telephone, etc. As long as the terminal 63 is acommunications device including a telephony system, the customer maycall the call center 72 using the terminal 63. FIG. 55 is a flowchartfor explaining a process for managing the sales activities, based on thecalling history regarding the telephone calls from the customer.

[0593] As shown in FIG. 55, upon reception of a call from the customer,the call center 72 executes various business tasks (Step S308). Everytime the call center 72 receives a telephone call from the customer, itcreates the call-history data 154 including the data representing theinquiries from the customer (Step S309). The call center 72 stores thecall-history data 154 in the recording device 75, and sends the data tothe sales-force server 20 (Step S310).

[0594] The data processor 22 reads out the call-history data 154received from the call center 72, in order to specify the customer whohas called the call center 72 (Step S311). The data processor 22retrieves, from the customer database, the customer-management data 150of the customer specified in the step S311, and the business-transactionhistory corresponding this customer-management data 150 (Step S312). Thedata processor 22 reads out the maturity level of the sales activitiesshown in the business-transaction history retrieved from the customerdatabase 51.

[0595] Based on the customer-management data 150, the call-history data154 and the business-transaction history, the data processor 22 analyzesthe customer behavior, in consideration of the access frequency to thecall center 72, the frequency of shopping, the sales records, contactswith the sales staff, the maturity level of the sales activities towardthe customer, etc. (Step S313). As a result of the step S313, the dataprocessor 22 creates the target information 155 (Step S314). The dataprocessor 22 provides the terminal 62 with the target information 155(Step S315). As a result of this, the terminal 62 can inform the salesstaff about the most-preferable time and way to carry out the businessactivities toward the corresponding customer.

[0596] In the process shown in FIG. 55, every time the call center 72receives a call from the customer, it sends the call-history data 154 tothe sales-force server 20. Otherwise, every time the customer asks thesales staff to visit the customer, the call center 72 gets thecall-history data 154 of the customer, and sends the data to thesales-force server 20. Upon reception of the call-history data 154 fromthe call center 72, the data processor 22 may carry out a process forregistering a new business information item in the sales-force database56.

[0597]FIG. 56 is a flowchart showing a process for providing theterminal 62 with the business solutions created by the central server71.

[0598] As shown in FIG. 56, the input device 92 encodes the audiosignals so as to create audio data, when business activities are donebetween the customer and sales staff (Step S316). The terminal 62 sendsthe audio data to the sales-force server 20 (Step S317).

[0599] The text converter 33 converts the audio data into text data(Step S318). The text converter 33 sends the text data to the centralserver 71 (Step S319). The central server 71 reads out the text datasent from the text converter 33 (Step S320). The central server 71determines the business solutions based on the text data read out in thestep S320 (Step S321). The central server 71 creates suggestion datarepresenting the business solutions, and sends the created suggestiondata to the terminal 62 having sent the audio data in the step S317(Step S322). The terminal 62 provides the sales staff with informationcorresponding to the suggestion data received from the central server 71(Step S323).

[0600] The system of the present invention can be realized by a generalcomputer, without the need for a dedicated system. A program and datafor controlling a computer to execute the above-described processes maybe recorded on a medium (a floppy disk, CD-ROM, DVD or the like) anddistributed, and the program may be installed into the computer and runon an OS (Operating System) to execute the above-described processes,thereby achieving the system of the present invention. The above programand data may be stored in a disk device or the like in the server deviceon the Internet, and embedded in a carrier wave. The program and dataembedded in the carrier wave may be downloaded into the computer so asto realize the system of the present invention.

[0601] Various embodiments and changes may be made thereonto withoutdeparting from the broad spirit and scope of the invention. Theabove-described embodiments are intended to illustrate the presentinvention, not to limit the scope of the present invention. The scope ofthe present invention is shown by the attached claims rather than theembodiments. Various modifications made within the meaning of anequivalent of the claims of the invention and within the claims are tobe regarded to be in the scope of the present invention.

[0602] This application is based on Japanese Patent Applications No.2001-81365 filed on Mar. 21, 2001, No. 2001-88813 filed on Mar. 26,2001, No. 2001-89121 filed on Mar. 27, 2001, No. 2001-89070 filed onMar. 27, 2001, and No. 2001-90258 filed on Mar. 27, 2001, and includingspecification, claims, drawings and summary. The disclosure of the aboveJapanese Patent Applications is incorporated herein by reference in itsentirety.

What is claimed is:
 1. A computer network system for facilitating aplurality of sales activities to be performed by at least one salesstaff, comprising: a data input device which inputs a plurality of datacomponents representing information regarding the plurality of salesactivities in a business transaction currently being carried out betweenthe at least one sales staff and at least one customer; a database whichsorts the plurality of data components input by said data input device,based on a plurality of maturity levels each corresponding to aprogressive level of the business transaction, and stores the pluralityof sorted data components; a request-input device which inputs a requestfor requesting at least one of the plurality of data components storedin said database, and inputs also a corresponding maturity level of thebusiness transaction; a page creator which reads out at least one of theplurality of data components stored in said database, in order to createa page for providing the information regarding at least one of theplurality of sales activities, in response to the request input by saidrequest-input device; and a page output device which displays the pagecreated by said page creator.
 2. The computer network system accordingto claim 1, wherein the plurality of data components input by said datainput device represent instruction information for instructing the atleast one sales staff in sales.
 3. The computer network system accordingto claim 1, wherein each the plurality of data components input by saiddata input device is a source for forming a report or document regardingthe plurality of sales activities.
 4. The computer network systemaccording to claim 1, wherein the page displayed by said page outputdevice includes at least one field, for displaying an imagecorresponding both to the request input by said request input device andthe maturity level of the business transaction.
 5. The computer networksystem according to claim 1, further comprising a memo-data creatorwhich creates an information component which has been formed bydigitizing information regarding a business item memo, and wherein theinformation component created by said memo-data creator is stored insaid database, and is read out therefrom by said page creator so as tocreate a page for providing the business item memo, in response to arequest input by said request-input device.
 6. The computer networksystem according to claim 1, wherein: said data input device inputshistory information regarding one or more previous business transactionsmade with the at least one customer, repairs of a predetermined productpurchased by the at least one customer before, and an inquiry from theat least one customer; and said database stores the history informationinput by said data input device; and said page creator reads out thehistory information stored in said database to create a page forproviding the history information, in response to a request input bysaid request-input device.
 7. The computer network system according toclaim 6, wherein the page to be displayed by said page output deviceincludes at least one field for displaying text corresponding to arequest input by said request input device.
 8. The computer networksystem according to claim 6, further comprising an e-mail transmitterwhich transmits an e-mail including new history information, in a casewhere the new history information is stored in said database.
 9. Thecomputer network system according to claim 8, wherein: said e-mailtransmitter determines at least one addressee of the e-mail to betransmitted, in accordance with a proportion of a total number ofrejection messages representing that a corresponding e-mail has beenrejected to a total number of e-mails transmitted in advance; and saidproportion is calculated in association with each of a plurality ofe-mail receivers registered in a mailing list.
 10. The computer networksystem according to claim 1, wherein: said data input device is includedin a first terminal used by the at least one sales staff or a manager ofthe at least one sales staff; and said request-input device and saidpage output device are included in a second terminal installed in anoffice for selling products.
 11. A computer network system forfacilitating a plurality of sales activities to be performed by at leastone sales staff, comprising: an e-mail storage section which stores aplurality of e-mails; a detector which detects an e-mail, regarding atleast one of the plurality of sales activities in a business transactionto be carried out between the at least one sales staff and at least onecustomer, and stored in said e-mail storage section; and an e-mailsender which transmits the e-mail detected by said detector to a newaddressee.
 12. The computer network system according to claim 11,wherein said detector searches the plurality of e-mails for at least oneword corresponding to at least one of the plurality of sales activitiesin the business transaction.
 13. The computer network system accordingto claim 11, wherein said e-mail sender determines at least oneaddressee of an e-mail, in accordance with an e-mail importance value ofthe e-mail detected by said detector.
 14. The computer network systemaccording to claim 13, further comprising a customer list whichindicates a customer importance value of the at least one customer; anda product list which indicates a product importance value of at leastone product, and wherein said e-mail sender refers to said customer listand said product list, thereby specifying the e-mail importance value ofthe e-mail.
 15. The computer network system according to claim 14,further comprising a mailing list which stores a plurality of e-mailaddresses in association with their address importance values, andwherein said e-mail sender calculates a sum of the customer importancevalue corresponding to the at least one customer shown in the e-maildetected by said detector and the product importance value correspondingto the at least one product shown in the e-mail detected by saiddetector, and selects, from the mailing list, one of the e-mailaddresses which corresponds to an address importance value which issmaller than the calculated sum.
 16. The computer network systemaccording to claim 11, further comprising a word table which stores aplurality of words corresponding to e-mail addresses respectivelyassigned to a plurality of sections in a company that the at least onesales staff belongs to, and wherein said e-mail sender searches thee-mail detected by said detector for at least one word stored in saidword table, and selects, from said word table, at least one e-mailaddress of an e-mail corresponding to the at least one word shown in thee-mail.
 17. The computer network system according to claim 16, wherein,in a case where a proportion, calculated in association with each of thewords stored in said word table, of a total number of rejection messagesrepresenting rejection of a corresponding e-mail to a total number ofpreviously-transmitted e-mails is equal to or greater than apredetermined threshold value, said e-mail sender deletes at least oneword corresponding to the calculated proportion.
 18. The computernetwork system according to claim 11, wherein the e-mail to be sent bysaid e-mail sender includes an e-mail message of the e-mail detected bysaid detector and also one of a plurality of maturity levels whichcorresponds to a progressive level of the business transactioncorresponding to the detected e-mail.
 19. A computer network system forfacilitating a plurality of sales activities to be performed by at leastone sales staff, comprising: a tool generator which generates aplurality of sales tools used in an office for selling products; adatabase which sorts data used by said tool generator for generating theplurality of sales tools, based on a plurality of maturity levelscorresponding to a progressive level of a business transaction currentlybeing carried out between the at least one sales staff and at least onecustomer and also on products, and stores the sorted data; a terminalwhich is installed in the office, and supplies said tool generator withdata acquired from said database; and a sales-force server comprising atool manager which transmits the data stored in said database to saidterminal, a plurality of tool lists which are prepared in accordancewith one of the plurality of maturity levels which corresponds aprogressive level of the business transaction, and store data formanaging the plurality of sales tools, a data retriever which acquiresinformation representing a total number of sales tools provided to theat least one customer, and updates said plurality of tool lists, and averification processor which verifies validity of the sales toolsprovided to the at least one customer, based on the data stored in eachof the plurality of tool lists.
 20. The computer network systemaccording to claim 19, wherein: said data retriever calculates a usagefrequency of each of the plurality of sales tools, said usage frequencyindicating a proportion of a total number of sales tools generated bysaid tool generator to a total number of sales tools corresponding tothe data transmitted by said tool manager; and the usage frequencycalculated by said data retriever is stored in each of said plurality oftool lists, in association with each of the plurality of sales toolstherein.
 21. The computer network system according to claim 20, whereinsaid verification processor deletes data representing any of theplurality of sales tools which corresponds to the usage frequencysmaller than a predetermined threshold value.
 22. The computer networksystem according to claim 20, wherein said verification processorassigns a numerical number to each of the plurality of sales toolscorresponding to the data stored in said database, in descending orderof the usage frequency calculated by said data retriever.
 23. Thecomputer network system according to claim 20, wherein said tool managertransmits data corresponding to one or more sales tools whose usagefrequency is equal to or greater than a predetermined value.
 24. Thecomputer network system according to claim 19, wherein: said terminalcreates customer-management data representing a state in which thebusiness transaction is carried out between the at least one customerand the at least one sales staff; and said tool manager transmits thedata stored in said database to said terminal, upon reception of thecustomer-management data created by said terminal.
 25. The computernetwork system according to claim 24, wherein the customer-managementdata represents the maturity level of the business transaction.
 26. Thecomputer network system according to claim 25, wherein said tool managertransmits, to said terminal, data representing at least one sales toolcorresponding to one maturity level which is higher by one level thanthe maturity level shown in the received customer-management data. 27.The computer network system according to claim 24, further comprising acustomer-data storage which stores the customer-management data createdby said terminal, in a state wherein said customer-management data issorted by maturity level and product.
 28. A computer network system forfacilitating a plurality of sales activities to be performed by at leastone sales staff in a business transaction carried out between the atleast one sales staff and at least one customer, comprising a firstterminal which is used by the at least one customer; a second terminalwhich is used by the at least one sales staff; a database which storescustomer-management data representing information regarding the at leastone customer; a first server which provides said first terminal with atleast one Web page, upon accessing of said first terminal toward saidfirst server, stores access-history information representing accesshistory of said first terminal, in an access-history storage; and asecond server which receives the access-history information from saidfirst server, acquires customer-management data corresponding to the atleast one customer specified in the access-history information, fromsaid database, creates target information, based on the access-historyinformation and the customer-management data, and provides said secondterminal with the created target information, thereby informing the atleast one sales staff about a most suitable time and way to carry outthe business activities toward the at least one customer.
 29. Thecomputer network system according to claim 28, wherein: said databasestores transaction-history information regarding the businesstransaction between the at least one sales staff and the at least onecustomer; and said second server acquires transaction-historyinformation corresponding to the at least one customer specified in theaccess-history information, from said database, in order to create thetarget information.
 30. The computer network system according to claim29, wherein said second server analyzes behavior of the at least onecustomer, based on the access-history information, thecustomer-management data and the transaction-history information, inorder to create the target information.
 31. The computer network systemaccording to claim 28, wherein said first server creates theaccess-history information corresponding to the at least one customer,and sends the created information to said second server in response toan instruction for making contact with the at least one sales staff fromsaid first terminal.
 32. The computer network system according to claim28, further comprising a call center which: executes at least one taskregarding a telephone call from the at least one customer; and storescall-history information including an inquiry from the at least onecustomer, in a call-history storage, and wherein said second serverreceives the call-history information from said call center, acquirescustomer-management data corresponding to the at least one customerspecified in the call-history information, from said database, andcreate the target information based on the call-history information andthe customer-management data.
 33. The computer network system accordingto claim 28, wherein the target information created by said secondserver includes data representing a channel through which the at leastone sales staff makes contact with the at least one customer.
 34. Acomputer network system for facilitating a plurality of sales activitiesto be performed by at least one sales staff in a business transactioncarried out between the at least one sales staff and at least onecustomer, comprising: a terminal which is used by the at least one salesstaff; a database which stores customer-management data representinginformation regarding at least one customer; a call center whichexecutes at least one task regarding a telephone call from the at leastone customer, storing call-history information including an inquiry fromthe at least one customer, in a call-history storage; and a server whichreceives the call-history information from said call center, acquirescustomer-management data corresponding to the at least one customerspecified in the call-history information, from said database, createthe target information based on the call-history information and thecustomer-management data, and provides said terminal with the targetinformation, thereby informing the at least one sales staff about a mostsuitable time and way to carry out the business activities toward the atleast one customer.
 35. The computer network system according to claim34, wherein: said database stores transaction-history informationregarding the business transaction to be carried out between the atleast one sales staff and the at least one customer; and said serveracquires the transaction-history information corresponding to the atleast one customer specified in the call-history information, from saiddatabase, in order to create the target information.
 36. The computernetwork system according to claim 35, wherein said server analyzescustomer behavior based on the call-history information, thecustomer-management data and the transaction-history information, inorder to create the target information.
 37. The computer network systemaccording to claim 34, wherein said call center creates the call-historyinformation of the at least one customer, and sends the createdcall-history information to said server upon reception of a request forasking the at least one sales staff to visit the at least one customerfrom the at least one customer.
 38. The computer network systemaccording to claim 34, wherein the target information created by saidserver includes data representing a channel through which the at leastone sales staff makes contact with the at least one customer.
 39. Acomputer network system for facilitating a plurality of sales activitiesto be performed by at least one sales staff in a business transaction tobe achieved between the at least one sales staff and at least onecustomer, comprising: a terminal including an input device which encodesa voice signal, in order to create voice data, and an output device; anda sales-force server including a voice recognizer which detects errorinformation included utterance of the at least one sales staff whichcorresponds to the voice data created by the input device, and a messagecreator which creates a correction message, in order to outputcorrection information from said output device, in a case where theerror information is detected by said voice recognizer.
 40. The computernetwork system according to claim 39, further comprising a databasewhich stores information items which respectively represent the salesactivities to be performed by the at least one sales staff, one or morebusiness items, at least one product, and customer needs, in associationwith each other, and wherein said message creator reads out informationcorresponding to a recognition result of said voice recognizer from saiddatabase, and sends information regarding the voice data created by saidinput device to said terminal, thereby outputting the sent informationon said output device.
 41. The computer network system according toclaim 40, further comprising: a converter which converts the voice datacreated by said input device into text data; a storage controller whichstores the text data output from said converter into said database; anda solution provider which determines at least one business solutionbased on the text data output from said converter, and causes saidoutput device of said terminal to output information representing thedetermined business solution.
 42. The computer network system accordingto claim 39, further comprising a skill processor which evaluates skillof the at least one sales staff based on the recognition result of saidvoice recognizer, and causes said output device of said terminal deviceto output information regarding a material or training for the detectedskill of the sales staff.
 43. The computer network system according toclaim 39, further comprising: an advice provider; and a skill processorwhich evaluates skill of the at least one sales staff based on therecognition result of said voice recognizer, and causes said adviceprovider to output an advice corresponding to the evaluated skill.
 44. Amethod of facilitating a plurality of sales activities to be performedby at least one sales staff in a business transaction to be achievedbetween the at least one sales staff and at least one customer,comprising the steps of: sorting a plurality of data componentsrepresenting information regarding a plurality of sales activities,based on a plurality of maturity levels corresponding to a progressivelevel of the business transaction, and storing the sorted datacomponents in a database; reading at least one of the plurality of datacomponent stored in said database, in order to create a page showinginformation regarding the sales activities, in response to a request,which is sent from a terminal through a network and which corresponds tothe at least one data component; and displaying the page correspondingto the at least one data component read out from said database, on saidterminal having sent the request therefor.
 45. The method according toclaim 44, wherein each of the plurality of data components representsinstruction information for instructing the at least one sales staff insales.
 46. The method according to claim 44, wherein each of theplurality of data components represents a source for forming a report ordocument regarding the sales activities.
 47. The method according toclaim 44, further comprising the steps of: storing an informationcomponent which has been formed by digitizing information regarding abusiness item memo, in said database; reading the information componentstored in said database in order to create the page for providing thebusiness item memo, in response to a request input from said terminal;and displaying the page corresponding to information component read outfrom said database, on said terminal from which the request has beentransmitted.
 48. The method according to claim 44, further comprisingthe steps of: storing, in said database, history information regardingone or more previous business transaction made with the at least onecustomer, repairs of a predetermined product purchased by the at leastone customer before, and an inquiry from the at least one customer;reading the history information stored in said database in order tocreate the page for providing the history information, in response to arequest sent form said terminal through a network; and displaying thepage corresponding the history information read out from said database,on said terminal from which the request has been transmitted.
 49. Themethod according to claim 48, further comprising the step of sending ane-mail including new history information, in a case where the newhistory information is stored in said database.
 50. The method accordingto claim 49, further comprising the step of determining at least oneaddressee of the e-mail to be transmitted, in accordance with aproportion of a total number of rejection messages representing that acorresponding e-mail has been rejected to a total number of e-mailstransmitted in advance, and wherein said proportion is calculated inassociation with each of a plurality of e-mail receivers registered in amailing list.
 51. A method of facilitating a plurality of salesactivities to be performed by at least one sale staff, comprising thesteps of: storing a plurality of e-mails; detecting an e-mail, regardingat least one of the plurality of sales activities in a businesstransaction to be carried out between the at least one sales staff andat least one customer, and included in the plurality of e-mails; andtransmitting the detected e-mail to a new addressee.
 52. The methodaccording to claim 51, further comprising the step of searching theplurality of e-mails for at least one word corresponding to the at leastone of the plurality of sales activities in the business transaction.53. The method according to claim 51, further comprising the steps of:determining an e-mail importance value of the e-mail, by referring to acustomer list which indicates a customer importance value of the atleast one customer and a product list which indicates a productimportance value of at least one product; and determining at least oneaddressee of the e-mail in accordance with its e-mail importance value.54. The method according to claim 53, further comprising the steps of:preparing a mailing list which stores a plurality of-e-mail addresses inassociation with their address importance values; calculating a sum ofthe customer importance value corresponding to the at least one customershown in the e-mail detected at said detecting step and the productimportance value corresponding to the at least one product shown in thee-mail detected at said detecting step, and selecting, from the mailinglist, one of the e-mail addresses which corresponds to an addressimportance value which is smaller than the calculated sum.
 55. Themethod according to claim 51, further comprising the steps of: preparinga word table which stores a plurality of words corresponding to e-mailaddresses respectively assigned to a plurality of sections in a company;searching the e-mail detected at said detecting step for at least oneword stored in said word table; and selecting, from said word table, atleast one e-mail address of an e-mail corresponding to the at least oneword shown in the e-mail.
 56. The method according to claim 55, furthercomprising the step of, in a case where a proportion, calculated inassociation with each of the words stored in said word table, of a totalnumber of rejection messages representing rejection of a correspondinge-mail to a total number of previously-transmitted e-mails is equal toor greater than a predetermined threshold value, deleting at least oneword corresponding to the calculated proportion.
 57. A method offacilitating a plurality of sales activities to be performed by at leastone sales staff in a business transaction to be achieved between the atleast one sales staff and at least one customer, comprising: storingdata for generating a plurality of sale tools in a database; sending thedata stored in the database to a terminal installed in an office forselling products to the at least one customer, in order to generate thesales tools; acquiring, from said terminal, information representing atotal number of sales tools provided to the at least one customer; andverifying validity of the sales tools provided to the at least onecustomer, based on the acquired information.
 58. The method according toclaim 57, further comprising the step of calculating a usage frequencyindicating a proportion of a total number of sales tools provided to theat least one customer to a total number of sales tools corresponding tothe data transmitted to said terminal, in order to verify validity ofeach of the sales tools.
 59. The method according to claim 58, furthercomprising the steps of, assigning a numerical number to each of theplurality of sales tools corresponding to the data stored in saiddatabase, in descending order of the usage frequency, in order to verifyvalidity of each of the plurality of sales tools; deleting datarepresenting any of the plurality of sales tools which corresponds tothe usage frequency smaller than a predetermined threshold value, fromsaid database; and transmitting data corresponding to one or more salestools whose usage frequency is equal to or greater than a predeterminedvalue, to said terminal.
 60. The method according to claim 57, furthercomprising the step of transmitting, to said terminal, the data storedin said database, upon reception of customer-management datarepresenting both one of a plurality of maturity levels indicating aprogressive level of the business transaction and also a state in whichthe business transaction is carried out between the at least onecustomer and the at least one sales staff.
 61. The method according toclaim 60, further comprising the step of transmitting, to said terminal,data representing at least one sales tool corresponding to one maturitylevel which is higher by one level than a maturity level shown in thecustomer-management data.
 62. A method of facilitating a plurality ofsales activities to be performed by at least one sales staff in abusiness transaction carried out between the at least one sales staffand at least one customer, said method comprising the steps of: storingcustomer-management data representing information regarding the at leastone customer, in a database; providing a first terminal with at leastone Web page, upon accessing of said first terminal used by the at leastone customer; acquiring the customer-management data corresponding toaccess-history information representing access history of said firstterminal, from said database; creating target information, based on theaccess-history information and the customer-management data, andproviding a second terminal with the created target information, therebyinforming the at least one sales staff about a most suitable time andway to carry out the business activities toward the at least onecustomer.
 63. The method according to claim 62, wherein the targetinformation includes data representing a channel through which the atleast one sales staff makes contact with the at least one customer. 64.The method according to claim 62, further comprising the steps of:storing transaction-history information regarding the businesstransaction; acquiring transaction-history information corresponding tothe access-history information, from said database, in order to createthe target information; and analyzing behavior of the at least onecustomer, based on the access-history information, thecustomer-management data and the transaction-history information.
 65. Amethod of facilitating a plurality of sales activities to be performedby at least one sales staff in a business transaction to be carried outbetween the at least one sales staff and at least one customer, saidmethod comprising the steps of: storing customer-management datarepresenting information regarding the at least one customer, in adatabase; acquiring the customer-management data corresponding tocall-history information including an inquiry from the at least onecustomer to a call center, in said database; creating targetinformation, based on the call-history information and thecustomer-management data; and providing a terminal used by the at leastone sale staff with the created target information, thereby informingthe sales staff about a most suitable time and way to carry out thebusiness activities toward the at least one customer.
 66. The methodaccording to claim 65, wherein the target information includes datarepresenting a channel through which the at least one sales staff makescontact with the at least one customer.
 67. The method according toclaim 65, further comprising the steps of: storing transaction-historyinformation regarding the business transaction to be carried out withthe at least one customer, in said database; acquiring thetransaction-history information corresponding to the call-historyinformation from said database, in order to create the targetinformation; and analyzing behavior of the at least one customer, basedon the call-history information, the customer-management data and thetransaction-history information.
 68. A method of facilitating aplurality of sales activities to be performed by at least one salesstaff in a business transaction to be achieved between the at least onesales staff and at least one customer, comprising the steps of: encodinga voice signal, thereby creating voice data; detecting error informationincluded in utterance of the at least one sales staff which correspondsto the voice data created at said encoding step; creating a correctionmessage, thereby informing the at least one sales staff of thecorrection message.
 69. The method according to claim 68, furthercomprising the steps of: storing, in a database, information items whichrespectively represent the sales activities to be performed by the atleast one sales staff, one or more business items, at least one product,and customer needs, in association with each other; acquiringinformation regarding the voice data from said database; and sending theacquired information regarding the voice data to a staff terminal usedby the at least one sales staff, thereby outputting the sentinformation.
 70. The method according to claim 69, further comprisingthe steps of: converting the voice data into text data; storing the textdata in said database; determining at least one business solution basedon the text data; and causing said staff terminal to output informationrepresenting the determined business solution.
 71. The method accordingto claim 68, further comprising the steps of: evaluating skill of the atleast one sales staff based on the voice data; and causing said staffterminal to output information regarding a material or training for thedetected skill of the sales staff.
 72. The method according to claim 68,further comprising the steps of: evaluating skill of the at least onesales staff based on the voice data; and causing a manager terminal usedby a manager of the at least one sales staff to output an advicecorresponding to the evaluated skill.
 73. A computer program generatorfor facilitating a plurality of sales activities to be performed by atleast one sales staff in a business transaction to be achieved betweenthe at least one sales staff and at least one customer, in a computernetwork system, said generator comprising the instructions for: sortinga plurality of data components representing information regarding theplurality of sales activities, based on a plurality of maturity levelsindicating a progressive level of the business transaction, and storingthe sorted data components in a database; reading at least one of theplurality of data components stored in said database in order to createa page for providing the information regarding the sales activities, inresponse to a request which is sent from a terminal through a networkand which corresponds to the at least one of the plurality of datacomponents stored in said database; and displaying the pagecorresponding to the at least one of the plurality of data componentswhich is read out from said database, on the terminal having sent therequest therefor.
 74. The program generator according to claim 73,wherein each of the plurality of data components represents instructioninformation for instructing the at least one sales staff in sales. 75.The program generator according to claim 73, wherein each of theplurality of data components is a source for forming a report ordocument regarding the sales activities.
 76. The program generatoraccording to claim 73, further comprising instructions for: storing aninformation component which has been formed by digitizing informationregarding a business item memo, in said database; reading theinformation component stored in said database so as to create a page forproviding the business item memo, in response to a request sent fromsaid terminal through a network; displaying the page corresponding tothe read information component from said database, on said terminalhaving sent the request therefor.
 77. The program generator according toclaim 73, further comprising the instructions for: storing, in saiddatabase, history information regarding one or more previous businesstransactions made with the at least one customer, repairs of apredetermined product purchased by the at least one customer before, andan inquiry from the at least one customer; reading the historyinformation stored in said database to create a page for providing thehistory information, in response to a request sent from the terminalthrough a network; and displaying the page corresponding to the historyinformation read out from said database, on the terminal having sent therequest therefor.
 78. The program generator according to claim 77,further comprising the instruction for transmitting an e-mail includingthe history information, upon storage of new history information in saiddatabase.
 79. The program generator according to claim 78, furthercomprising the instruction for determining at least one addressee of thee-mail to be transmitted, in accordance with a proportion of a totalnumber of rejection messages representing that a corresponding e-mailhas been rejected to a total number of e-mails transmitted in advance,said proportion being calculated in association with each of a pluralityof e-mail receivers registered in a mailing list.
 80. A computer programgenerator for facilitating a plurality of sales activities to beperformed by at least one sales staff in a business transaction to becarried out between the at least one sales staff and at least onecustomer, said program generator comprising the instructions for:storing a plurality of e-mails; detecting an e-mail, regarding at leastone of the plurality of sales activities in a business transaction, fromthe plurality of stored e-mails; and transmitting the detected e-mail toa new addressee.
 81. The program generator according to claim 80,further comprising the instruction for: searching the plurality ofe-mails for at least one word corresponding to at least one of theplurality of sales activities in the business transaction, in order tofind out one of the plurality of emails which corresponds to thebusiness transaction.
 82. The program generator according to claim 80,further comprising the instructions for: determining an e-mailimportance value of the e-mail, by referring to a customer list whichindicates a customer importance value of the at least one customer and aproduct list which indicates a product importance value of at least oneproduct; and determining at least one addressee of the e-mail inaccordance with its e-mail importance value.
 83. The program generatoraccording to claim 82, further comprising the instructions for:preparing a mailing list which stores a plurality of e-mail addresses inassociation with their address importance values; calculating a sum ofthe customer importance value corresponding to the at least one customershown in the detected email and the product importance valuecorresponding to the at least one product shown in the detected e-mail,and selecting, from the mailing list, one of the e-mail addresses whichcorresponds to an address importance value which is smaller than thecalculated sum.
 84. The program generator according to claim 80, furthercomprising the instructions for: preparing a word table which stores aplurality of words corresponding to e-mail addresses respectivelyassigned to a plurality of sections in a company; searching the e-mailregarding the business transaction for at least one word stored in saidword table; and selecting, from said word table, at least one e-mailaddress of an e-mail corresponding to the at least one word shown in thee-mail.
 85. The program generator according to claim 84, furthercomprising the instruction for deleting at least one word correspondingto a proportion which is calculated in association with each of thewords stored in said word table, in a case where the proportion of atotal number of rejection messages representing rejection of acorresponding e-mail to a total number of previously-transmitted e-mailsis equal to or greater than a predetermined threshold value.
 86. Aprogram generator for facilitating a plurality of sales activities to beperformed by at least one sales staff in a business transaction betweenthe at least one sales staff and at least one customer, said programgenerator comprising the instructions for: storing data for generating aplurality of sale tools in a database; sending the data stored in thedatabase to a terminal installed in an office for selling products tothe at least one customer, in order to generate the sales tools;acquiring, from said terminal, information representing a total numberof sales tools provided to the at least one customer; and verifyingvalidity of the sales tools provided to the at least one customer, basedon the acquired information.
 87. The program generator according toclaim 86, further comprising the instructions for calculating a usagefrequency indicating a proportion of a total number of sales toolsprovided to the at least one customer to a total number of sales toolscorresponding to the data transmitted to said terminal, in order toverify validity of each of the sales tools.
 88. The program generatoraccording to claim 87, further comprising the instructions for:assigning a numerical number to each of the plurality of sales toolscorresponding to the data stored in said database, in descending orderof the usage frequency, in order to verify validity of each of theplurality of sales tools; deleting data representing any of theplurality of sales tools which corresponds to the usage frequencysmaller than a predetermined threshold value, from said database; andtransmitting data corresponding to one or more sales tools whose usagefrequency is equal to or greater than a predetermined value, to aidterminal.
 89. The program generator according to claim 86, furthercomprising the instructions for: transmitting, to said terminal, thedata stored in said database, upon reception of customer-management datarepresenting both one of a plurality of maturity levels indicating aprogressive level of the business transaction and also a state in whichthe business transaction is carried out between the at least onecustomer and the at least one sales staff.
 90. The program generatoraccording to claim 89, further comprising the instruction fortransmitting, to said terminal, data representing at least one salestool corresponding to one maturity level which is higher by one levelthan a maturity level shown in the customer-management data.
 91. Aprogram generator for facilitating a plurality of sales activities to beperformed by at least one sales staff in a business transaction betweenthe at least one sales staff and at least one customer, in a computernetwork system, said program generator comprising the instructions for:storing customer-management data representing information regarding theat least one customer, in a database; providing a first terminal with atleast one Web page, upon accessing of said first terminal used by the atleast one customer; acquiring the customer-management data correspondingto access-history information representing access history of said firstterminal, from said database; creating target information, based on theaccess-history information and the customer-management data; andproviding a second terminal with the created target information, therebyinforming the at least one sales staff about a most suitable time andway to carry out the business activities toward the at least onecustomer.
 92. The program generator according to claim 91, wherein thetarget information includes data representing a channel through whichthe at least one sales staff makes contact with the at least onecustomer.
 93. The program generator according to claim 91, furthercomprising the instructions for: storing transaction-history informationregarding the business transaction; acquiring transaction-historyinformation corresponding to the access-history information, from saiddatabase, in order to create the target information; and analyzingbehavior of the at least one customer, based on the access-historyinformation, the customer-management data and the transaction-historyinformation.
 94. A computer program generator for facilitating aplurality of sales activities to be performed by at least one salesstaff in a business transaction to be carried out between the at leastone sales staff and at least one customer, said program generatorcomprising the instructions for: storing customer-management datarepresenting information regarding the at least one customer, in adatabase; acquiring the customer-management data corresponding tocall-history information including an inquiry from the at least onecustomer to a call center, in said database; creating targetinformation, based on the call-history information and thecustomer-management data; and providing a terminal used by the at leastone sale staff with the created target information, thereby informingthe sales staff about a most suitable time and way to carry out thebusiness activities toward the at least one customer.
 95. The programgenerator according to claim 94, wherein the target information includesdata representing a channel through which the at least one customermakes contact with the at least one customer.
 96. The program generatoraccording to claim 94, further comprising the instructions for: storingtransaction-history information regarding the business transaction to becarried out with the at least one customer, in said database; acquiringthe transaction-history information corresponding to the call-historyinformation from said database, in order to create the targetinformation; and analyzing behavior of the at least one customer, basedon the call-history information, the customer-management data and thetransaction-history information.
 97. A computer program generator forfacilitating a plurality of sales activities to be performed by at leastone sales staff in a business transaction to be carried out between theat least one sales staff and at least one customer, said programgenerator comprising the instructions for: encoding a voice signal,thereby creating voice data; detecting error information included inutterance of the at least one sales staff which corresponds to the voicedata created at said encoding step; creating a correction message,thereby informing the at least one sales staff of the correctionmessage.
 98. The program generator according to claim 97, furthercomprising the instructions for: storing, in a database, informationitems which respectively represent the sales activities to be performedby the at least one sales staff, one or more business items, at leastone product, and customer needs, in association with each other;acquiring information regarding the voice data from said database; andsending the acquired information regarding the voice data to a staffterminal used by the at least one sales staff, thereby outputting thesent information.
 99. The program generator according to claim 98,further comprising the instructions for: converting the voice data intotext data; storing the text data in said database; determining at leastone business solution based on the text data; and causing said staffterminal to output information representing the determined businesssolution.
 100. The program generator according to claim 97, furthercomprising the instructions for: evaluating skill of the at least onesales staff based on the voice data; and causing said staff terminal tooutput information regarding a material or training for the detectedskill of the sales staff.
 101. The program generator according to claim97, further comprising the instructions for: evaluating skill of the atleast one sales staff based on the voice data; and causing a managerterminal used by a manager of the at least one sales staff to output anadvice corresponding to the evaluated skill.